Associate-Insights & Analytics
Department:
Customer Service
Location:
Malaysia
Department: Customer Service
Location: Malaysia
Job Description
Reporting to the Senior Manager of VoC, your responsibilities would include:
• Lead Qualitative (e.g. focus group discussions, 1-to-1 interviews), Quantitative (e.g. survey, benchmarking exercise) study, and data analysis
• Responsible for sample design, questionnaire design, data spec, data consolidation, report preparation, and presentations to senior management
• Formulate and validate hypotheses by understanding, interpreting, and synthesizing data from various sources (e.g. NPS/PSAT, brand health data, operational data) to help build appropriate, relevant, and impactful stories
• Translate insights into engaging stories with clear and concise implications that will help to drive buyer and seller experience improvement initiatives
• Identify opportunities to deepen insights using further analysis
• To facilitate ad hoc tasks when needed within the department
Job Requirements
• Minimum Bachelor degree with 3 years of related working experience in a service-related industry
• Working knowledge of research techniques and methodologies
• Strong analytical skills, systematic thinker with the ability to understand the holistic picture and complex consideration
• Acute deductive skills, with exceptional problem-solving capabilities and attention to details
• Ability to present complex ideas and solutions in a structured manner with excellent written and verbal communication skills in English
• Effective listening and interpersonal skills with achievements in obtaining buy-in and cooperation
• Proficient in MS PowerPoint, MS Excel (i.e. Vlookup, Xlookup, pivot)
• Adaptive to change and flexible in an evolving fast-paced environment
• Project Management/Consulting background with sound communication and presentation skills is a plus
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