Senior Associate - Customer Experience
foodpanda
Karachi
6d ago

Position : Senior Associate Customer Experience

Department : Customer Operations

Location : Karachi

Do you love food and convenience put together? Then you just might love foodpanda. Foodpanda is the leading, on-demand food delivery company in the region, bringing thousands of your best loved restaurants online into your home or office - fast!

We are looking for a highly-driven and motivated Senior Associate - Customer Experience to join our fast-growing team based here in Pakistan.

If you are looking for a place where you can gain hands-on experience and create direct impact, then this may be the place for you! The ideal candidate will have a track record as a significant individual contributor as well as a strong team player comfortable working independently and supporting a team to drive the business forward.

Ultimately, the candidate will be held accountable for the full suite of customer experience health metric like NPS, ratings, conversions owing to E2E journey of the user.

A strong bias towards data balanced with high emotional intelligence is crucial to ensuring the optimal experience for our customers.

Responsibilities :

  • Drive thought leadership both within Operations and across other business lines on all things related to how our customers experience our products.
  • Have an obsession for customer-centricity, while solving complex operational issues.
  • Pilot and own new initiatives that transform the experience for the end-user.
  • Identify pain points and draw out actionable insights to fix root causes and offer magical core experiences.
  • Own the end-to-end product experience through regular usability testing for existing and new features.
  • Collaborate with other Regional / Functional Leads within the broader APAC CX team and stakeholders across the business (e.
  • g., Operations, Commercial, Marketing, Finance, etc.) to develop and adopt best practices across the region.

    Requirements :

  • Masters degree / MBA in business, operations management or any science-related fields.
  • Minimum of 3 years in Consulting or Contact Centre environment or experience management.
  • Outstanding problem-solving skills leveraging data-driven insight.
  • Exceptional writing and verbal communication skills.
  • Ability to work in a cross-functional environment and to lead complex operational initiatives.
  • Prior professional experience with optimisation, processes and program / project management is required.
  • Experience working in high-volume or extremely fast-paced environment is preferred.
  • Strong stakeholder management skills.
  • Balance attention to detail with swift implementation.
  • How to apply :

    Please share your updated resume at mentioning Senior Associate - Customer Experience in subject line.

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