Customer Experience Project Lead

Job Description

Champion customer experience and help strengthening customer experience mindset across the entire company by providing the right insights and establish the right cross-functional routines to uplift customer loyalty.

Establish customer insights function within the regional team as well as within our various country organizations, working with the country CCOs by helping to acquire top talent, or nurturing and retaining high potential individuals in the current teams related to this new Customer Insights function.
Drive performance through strong data analytics, delivering insights and status updates on buyer & seller satisfaction
Conduct experience (NPS / PSAT) root cause and trending analysis to identify reasons for underperformance and propose actionable recommendations while escalating any risks from emerging trends which are buyer, seller and business impacting
Execute research (quantitative / qualitative) and create insights-driven presentations with recommendations to senior management and stakeholders
Collaborate with different business units to frame and identify customer insights and derive joint plans to act on it in order to improve key business metrics
Grow to help the business get better, every day, 1% at the time, ensuring we offer best-in-class experience. You review industry best practices and benchmarks to ensure that Daraz remains competitive and maintains market leadership across all markets
Enhance performance by supporting to set clear KPIs and measuring against these on a regular basis to manage team performance
Do and figure out how to get from A to B – and actually make it happen – at Daraz, we are big fans of leading by example, pulling up your sleeves and getting things done


Requirements and Skill:

Experience: 3+ years’ experience in project management, consulting, business development, market research and/or customer experience related role;
Researcher: minimum Bachelor’s degree in business, Economics, Statistics, Psychology or other quantitative / qualitative research related degree is desirable;
Self-starter: you have a bias towards action and are able to thrive in a fast-paced, constantly changing work environment;
Problem solver: you have a talent for synthesizing complex projects, can independently translate high-level goals into actionable plans, and enjoy implementing processes;
Owner: you crave responsibility and want to help shaping the vision and direction of the company;
Adaptable: you are able to deal and thrive in high ambiguity environments that are continuously evolving and changing;
Analytical: you are extremely diligent and have a strong tendency to make data-driven decisions, proficient in Google Sheets / MS Excel and familiarity with analytical tools (experience using SQL is desirable);
Approachable: you are down to earth, humble, and hence are able to work with Darazians across all seniority levels;