Voice Of Customer Analyst

Be among the first applicants.

Traveloka

Daerah Khusus Ibukota Jakarta

IDR 50,000,000 - 90,000,000

Be among the first applicants.

5 days ago

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

Implement and manage processes to measure Customer Effort Score (CES) across different customer interactions (e.g., support calls, chats, emails, app interactions).
Analyze related customer voices data to identify trends, patterns, and root causes impacting customer effort.
Collaborate with cross-functional teams including Customer Operations, Products, and Marketing to implement strategies aimed at reducing customer effort.
Generate insights on customer journey and on what customers have feedback on Traveloka for senior management and stakeholders.
Conduct surveys, interviews, benchmarking, and focus groups to gather qualitative data about customer preference in the travel industry.
Stay updated on industry best practices and innovations related to customer experience management.

Requirements

Bachelor’s degree from top tier university in Business Administration, Marketing, Statistics, or a related field (Master’s degree preferred).
Proven experience as a Business Analyst, market research or similar role, preferably in a customer-centric organization with minimum 1 year of working experience.
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
Proficiency in statistical analysis tools and techniques.
Excellent communication and presentation skills, with the ability to convey complex data-driven insights to non-technical stakeholders.
Ability to work effectively both independently and as part of a team in a fast-paced environment.
Experience with CRM systems and customer feedback platforms is a plus.

Must have soft skills:

Excellent Planning & Organizing, Customer Focus, Quality & Results Orientation, good Analytical Thinking, Negotiation & Time Management.
Strong writing, communication, presentation, negotiation and analytical skills.
Advance Analysis, Persistence, Responsive, Proactive, Pleasant Manner & good teamwork.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!