Manager, Insights

1 week ago


Singapore Lazada Full time

**Location**:
**Singapore**

Department: Customer Service

Location: Singapore

Reporting to the Head of Voice of Customer, your responsibilities will include:

- Monitor and maintain the execution of customer/seller satisfaction measurement studies (e.g. NPS, CSAT, PSAT) and share findings to stakeholders to enable continuous improvements towards elevated CX and SX
- Develop data driven insights and identify improvement areas for CX/SX and initiate improvement projects
- Work with cross functional teams to understand priorities and deliver insights and actions to improve our customers' experience
- Manage and grow customer experience data collection channels
- Automate reporting processes and develop dashboards for timely reporting
- Propose actionable recommendations while escalating any risks from emerging trends which impact customers and business
- Collaborate with cross-functional teams to implement, track and manage continuous improvements
- Driving Lazada directionally towards becoming a customer centric organization

**Job Requirements**
- Minimum Bachelor’s Degree, in statistics, economics/econometrics, data science or similar. Masters / PhD preferred
- 6-8 years of working experience in customer experience, consumer insights, market research or similar experience.
- Advanced proficiency in SQL and MS Excel. Familiarity with Python R preferred
- Strong analytical and presentation skills with excellent written and verbal communication skills in English
- Demonstrated ability to understand business priorities and create links within complex data sets
- Effective listening and interpersonal skills with achievements in obtaining buy-in and cooperation
- Acute deductive skills, with strong problem-solving capabilities and attention to details
- Entrepreneurial, adaptive and resilient. Able to navigate an ambiguous and fast-paced environment



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