Job Description
Customer Experience Data Analysis
- Develop and update customer journey maps by helping to gather and organize data across various touchpoints.
- Analyze and synthesize customer feedback from surveys, support tickets, and internal departments to identify trends and pain points.
- Prepare reports and presentations that summarize findings and propose potential solutions.
- Collect and Analyse data across touchpoint and new initiatives to analyse customers behavior and trends, identifying potential gaps to be addressed.
Service Design & Improvement
- Design and scope new features or enhancements that directly address customer needs and improve the overall service journey.
- Develop project charters to document the business case, objectives, scope, process, and success criteria for all new feature developments.
- Manage feature development timelines and resource allocation, working closely with Tech teams and external vendors to ensure seamless implementation.
- Oversee testing results and quality assurance to ensure new solutions meet all requirements and function as intended.
- Create training materials and guides for internal teams (e.g., Operations, Sales, IT) to ensure a smooth rollout of new features and processes.
Go-to-Market initiatives:
- Draft content for internal and external communications about service enhancements.
- Assist in the execution of marketing campaigns by coordinating with the Marketing and Sales teams.
- Support day-to-day product operations, including gathering information for pricing updates and tracking revenue data.
Requirement
- Diploma / Degree in Business, Operations, Logistics, or related field
- Minimum of 2 years experience
- Analytical, critical thinker and problem-solving skills
- Good interpersonal and communication skills
- Team player, Stakeholder management and self-motivated
