CX Insights Lead, E‑Commerce Growth

5G-Starlink Pte.; Malacca City; On-site; MYR 90,000 - 150,000; Full time

Job summary

foodpanda Malaysia is seeking a Customer Experience Manager to lead in-depth CX analysis and craft data-driven strategies to propel growth for Pandamart. You will drive NPS improvements, translate insights for store managers, and deliver clear, graph-supported reports.

You will collaborate with cross-functional teams in a fast-paced, multicultural environment, monitor CX KPIs, forecast trends, and ensure initiatives from regional teams are executed. Fluency in English is essential.

Qualifications

• 4–5 years in E-Commerce, CX, CRM, or Customer Insights.
• Experience with SQL databases and Tableau.
• Advanced Excel and PowerPoint for reporting and visualization.
• Strong data-driven decision making.
• Excellent English, written and spoken.
• Able to work in multicultural, fast-paced environments.
• Independent problem solver with proactive attitude.

Responsibilities

• Conduct in-depth CX analysis and develop data-driven strategies to propel Foodpanda Malaysia's growth.
• Improve overall Pandamart NPS scoring.
• Communicate customer insights to store managers to improve service quality.
• Prepare reports with graphs and translate complex results into clear text.
• Provide insights on performance against targets.
• Track and forecast trends in incident rates and growth opportunities.
• Gather information on competitors to provide management with insights.
• Collect and analyze data on customer preferences to identify market potential.
• Manage and run initiatives from the regional team.
• Analyze NPS and conduct random checks on customer verbatims.
• Monitor and analyze Pandamart incidents; plan CX projects and initiatives.
• Communicate CX insights to CX regional team.

Skills

E-Commerce

Customer Experience

CRM

Customer Insights

English communication

Analytical thinking

Data-driven decisions

Tools

Tableau

SQL

Excel

PowerPoint

Job description

foodpanda Malaysia is seeking a Customer Experience Manager to lead in-depth CX analysis and craft data-driven strategies to propel growth for Pandamart. You will drive NPS improvements, translate insights for store managers, and deliver clear, graph-supported reports.

You will collaborate with cross-functional teams in a fast-paced, multicultural environment, monitor CX KPIs, forecast trends, and ensure initiatives from regional teams are executed. Fluency in English is essential.