Customer Experience Analyst
Karachi, Pakistan
6d ago

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 Customer Experience Analyst 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 Assistant Manager Customer Support will be held accountable for the full suite of support health metrics.

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

Responsibilities :

  • Management of departmental reporting (CPO, Rider & Vendor Analysis)
  • Hands-on experience with consumer research topics
  • Responding to all performance-related queries.
  • Acquiring data from primary or secondary data sources and maintain a communication channel with inter / intra departmental teams
  • To Locate and define new process improvement opportunities
  • Making presentations and analysis for vendor meetings & internal departmental consumption.
  • Working on data dashboards, vendor reports and other target specific documents.
  • Manage end-to-end data projects; identify issues, gather information from various sources, analyze data, interpret patterns and trends, build models, give recommendations, and create insightful automated reports
  • Review day-to-day operation processes, identify areas of improvement and make actionable recommendations based on underlying analysis
  • Be a steward of good data practices - robust documentation, versioning, play booking, processes, and knowledge sharing
  • Automate and validate newly created reports and develop corrective actions to improve data integrity and quality
  • Support ad-hoc data requests.
  • Requirements :

  • Bachelor’s degree in Engineering, Business Management or similar field.
  • 2- 3 years of experience in similar role.
  • Strong written and verbal communication
  • Strong command on MS Excel, Power Point,
  • Foundation knowledge of SQL, Big query, Power BI and other data visualization tools.
  • Strong presentation skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
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