Customer Experience Data Lead
Moka
- West Jakarta, IndonesiaRuko Business Park Kebon Jeruk Jl. Meruya Ilir no 88 Blok C2 No 9-10 Jakarta Barat 11620, West Jakarta, DKI Jakarta, IndonesiaWest JakartaDKI JakartaIndonesiaIndonesia
- Full timeFULL_TIME
Expired 5 years ago
2019-02-08T17:00:00+00:00Job closed.
Job Description
- Develop an intimate understanding of our customers and provide analytical support to the CX team by developing insightful, relevant and actionable reports/dashboards.
- Communicate results and analysis to management.
- Formulate relevant critical metrics, identify trends and opportunities to make recommendations to improve the customer experience.
- Monitor emerging CX trends and keep up to date with current technologies.
- Work with Business Operations and Data team to improve coordination across all areas of the business and reduce manual effort.
- Support departmental needs for ad hoc reporting.
- Improving Moka’s customer experience by supporting our Voice of Customer (VOC) program, combine external (exp survey, mystery shoppers, FGD, NPS, etc) and internal operations data (CX KPIs, quality service, etc).
- Track unit KPIs tied to department and company objectives and value drivers, improving and refining them over time.
- Meet with customers regularly to gain feedback and communicate initiatives.
- Make decisions and plans depending on insights.
Minimum Qualifications
- Bachelor’s degree from a reputable university, prefer concentration in Business, Finance, Data Science, Industrial Engineering or Statistics.
- Minimum 3+ years of experience in data analysis, reporting and dashboard management.
- Very strong skills in BI tools and Microsoft suite, especially Excel and PowerPoint required.
- Excellent problem-solving, analytical and critical thinking skills.
- Strong written, verbal communication and presentation skills.
- Ability to work effectively and professionally with functional to drive and achieve results.
- Self-motivated; ability to handle responsibilities independently and drive initiatives through completion.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Ruko Business Park Kebon Jeruk Jl. Meruya Ilir no 88 Blok C2 No 9-10 Jakarta Barat 11620, West Jakarta, DKI Jakarta, Indonesia
Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.
About Moka
We are the fastest-growing technology startup in Indonesia. We want to bring business ecosystem to everyone, and empower businesses to sell and grow.
At Moka, we believe in values, not rules. We believe that it's not about the suits or the time check-ins, but it's about delivering on our promises. We believe in taking ownership and challenging ideas. We believe in being part of the solutions, not the problem.
If you want to be part of a world-class team with a mission to disrupt technology in Indonesia, come join us.