Job Description

Central Operations was born in 2017 and is the backbone operations for foodpanda in APAC. We have around 1800 employees internally and more than 4000 outsourced employees supporting 11 different countries and in their respective languages. Today we start our journey to become a Center of Excellence by the end of 2022 and we would like YOU to Join us!. To know us better, check out this video https://bit.ly/3KOHSEI

foodpanda\'s Central Operations is looking for a SPECIALIST, CUSTOMER EXPERIENCE

SENIORITY LEVEL : Mid-senior level

FUNCTION : Customer Experience

LOCATION : Southgate Commercial Centre, Kuala Lumpur, Malaysia

WHAT YOU WILL OWN:

• Identify and seize gaps within the customer journey for both current journeys and new product features / vertical launches
• Analyze data from various sources (operational data, business metrics, product insights research and UX research, product feature experiment results, and customer feedback) to size problems within the customer journey and formulate potential solutions
• Benchmark global competitor food-delivery / e-commerce apps to gain insights on product feature parity or implementation strategies as needed
• Advise and work with global product squads, regional operations and business teams, and CX country teams in addressing gaps within the customer journey to ensure issues impacting CX are addressed and drive customer focused outcomes

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Bachelor\'s degree in science related fields
• 3 or more years working experience in industries like e-commerce, tech startups, consulting or similar industries
• Customer-centric mindset with keen interest in understanding customer behavior and the will to advocate for best-in-class customer experience
• Strong data sense with analytical skills and ability to leverage data to drive decision-making
• Strategic approach towards problem-solving combined with ability to think creatively to drive innovation in customer experience initiatives
• Clear communication and presentation skills, with the ability to articulate ideas and viewpoints rationally to influence change
• Self-motivated with a strong proactive, hands-on attitude
• Able to work both independently and collaboratively with cross-functional teams.
• Proven experience in customer journey mapping, data and customer insights analysis
• Demonstrated project management skills
• Experience working with product squads is highly preferred

At Central Operations we \xe2\x80\x9cWork smarter together\xe2\x80\x9d, \xe2\x80\x9cAlways add value\xe2\x80\x9d & \xe2\x80\x9cLook for trouble\xe2\x80\x9d, these are our guiding principles that will make us a Centre of Excellence in no time. We aim to create a magical experience for you here at foodpanda as we win through diversity by hiring the BEST talents from all walks of life.

Foodpanda