Lead Customer Excellence & Analytics

Astro Technologies Indonesia; Pluit; Hybrid; IDR 300,000,000 - 600,000,000; Full time

Job summary

Astro Technologies Indonesia mencari pemimpin strategis CX untuk mengarahkan inisiatif peningkatan pengalaman pelanggan. Anda akan mengintegrasikan QA & Training, wawasan pelanggan, serta WFM, memastikan data insights memandu rubrik QA dan penjadwalan berdasarkan tren keluhan.

Peran ini melibatkan redesign proses, kolaborasi lintas fungsi dengan produk, teknologi, operasional, dan pemasaran, serta kerangka RCA untuk analisis akar masalah berkelanjutan.

Qualifications

• Gelar Sarjana di bidang terkait dan pengalaman 3–5 tahun di strategi CX, proses, atau konsulting.
• Pengalaman mengelola proyek lintas fungsi minimal 1–2 tahun.
• Pemahaman mendalam WFM (Ernalang-C, model staffing) dan metodologi QA/Training.
• Kemampuan memengaruhi pemimpin non-CX tanpa wewenang langsung.
• Menguasai SQL dan alat BI untuk validasi data insight secara mandiri.

Responsibilities

• Memimpin inisiatif peningkatan CX dengan integrasi QA, Insight, dan WFM.
• Mengarahkan desain ulang proses untuk menghapus sumber keluhan pada produk.
• Melakukan RCA terstruktur menggunakan 5 Why, Fishbone, FMEA.
• Mengelola siklus proyek, metrik sukses, dan melaporkan kemajuan ke manajemen CX.
• Memimpin tim lintas departemen saat terjadi gangguan operasional.

Skills

CX Strategy

Project Management

Stakeholder Management

Data Analytics

Education

Gelar Sarjana

Tools

Looker Studio

Tableau

Power BI

Zendesk

Salesforce

Genesys

Freshdesk

Job description

DESKRIPSI PEKERJAAN

About The Role

This role will act as the central intelligence and quality engine of the Contact Center. This role is responsible for driving continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insights

As our Astronaut, your missions are:

• Pillar Management & Team Integration: Direct and align three core sub-functions: QA & Training, Customer Insight, and WFM.
• Ensuring data from Insights informs QA rubrics/Training curriculum, while WFM staffing aligns with complaint volume trends.
• Complaint Rate Reduction (Internal CX): Design and execute internal operational initiatives that directly lower contact and complaint rates by optimizing agent workflows, updating knowledge bases, improving First Contact Resolution (FCR), and targeting quality coaching.
• System & Process Redesign (External CX): Partner with cross-functional stakeholders (Product, Tech, Operations, Marketing) to eliminate systemic complaint drivers, resolving upstream product bugs, policy friction, and fulfillment delays.
• Root Cause Analysis (RCA) Governance: Establish structured RCA frameworks (5 Whys, Fishbone, FMEA) using insight analytics and QA escalations to isolate recurring failure points across the end-to-end customer journey.
• Project Management & ROI Tracking: Own the project lifecycle for CX improvement workstreams, defining success metrics (e.g., % reduction in complaint volume, CSAT lift, ticket deflection) and presenting progress to CX leadership.
• Crisis & Escalation Leadership: Lead cross-departmental task forces during major operational disruptions to mitigate customer impact in real time.

KUALIFIKASI MINIMUM

Requirements

In order to launch the missions successfully, you need to have:

• Educational Background: Bachelor's degree in Data Analytics, Statistics, Computer Science, Information Systems, or Economics.
• Work Experience: 3 - 5 years of experience in CX Strategy, Process Excellence, Operational Management, or Management Consulting within, e-commerce, or fintech sectors, with at least 1–2 years managing cross-functional projects or sub-teams.
• Domain Expertise: Comprehensive understanding of WFM principles (Erlang-C, staffing models), QA/Training methodologies (ADDIE model, calibration standards), and Customer Analytics (VoC, CSAT, NPS, churn analysis).
• Stakeholder & Change Management: Proven ability to influence non-CX leaders (Product, Tech, Operations Team) to prioritize CX-driven backlog changes without direct line authority.
• Technical & Analytics Stack: Proficient in SQL and BI tools (Looker Studio, Tableau, Power BI) to independently independently validate insight data, alongside enterprise CX/WFM systems (Zendesk, Salesforce, Genesys, Freshdesk).

RINGKASAN PERKERJAAN

• *SPESIALISASI**: Management and Consultancy
• *PENDIDIKAN MINIMAL**: S1 (Sarjana)
• *SISTEM KERJA**: Hibrid
• *TIPE PEKERJAAN**: Full time
• *LOKASI**: West Jakarta, DKI Jakarta, Indonesia
• *INDUSTRI**: E-Commerce
• *SITUS PERUSAHAAN**: http://www.astronauts.id

TENTANG PERUSAHAAN

ASTRO is Indonesia's quick commerce company that delivers groceries and essentials to your door within minutes. Founded in 2021 by a group of seasoned e-commerce executives and backed by both trusted International and local investors, it is our mission to make people's lives simpler and easier by saving them time, energy, and money.
Just like real Astronauts that take off into outer space, Astro embodies the values of being fast, bold, adventurous, and technologically advanced.