Position Title : Customer Experience Analyst
Company : foodpanda
Department : Customer Operations - CX Team
Reports to : Assistant Manager - CX
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 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.
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.
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.