Senior Data Analyst - Customer Experience Insights

ZALORA Group; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

ZALORA Group is seeking a Senior Data Analyst for the Customer Experience Projects team in Malaysia. You will design analyses, build scalable reporting, and provide strategic insights to cross-functional teams, reporting to the Regional Head of CX.

You will lead data-driven initiatives, develop dashboards, automate data workflows, and contribute to regional CX strategies that elevate customer satisfaction. Strong Excel, BI tools, and English proficiency are essential for success.

Qualifications

• Bachelor’s degree in Business, Marketing, or related field.
• 3+ years in Customer Experience or project management roles (preferably with at least 1 year in a supervisory position).
• Advanced Excel with formulas (VLOOKUP, XLOOKUP, Nested IFS).
• BI/visualization skills through Tableau or Looker.
• Excellent numerical aptitude and ability to drive decisions and efficiencies through data analysis and automation.
• Strong leadership and team management skills.
• Excellent communication, presentation, and interpersonal skills.
• Proficiency in English is mandatory.

Responsibilities

• Data Reporting: Develop and manage advanced reporting, analytics, and interactive dashboards that provide comprehensive business insights on company KPIs.
• Data Automation: Identify, standardise, and automate data collection and processing workflows to improve efficiency.
• Customer Feedback: Gather, analyze, and present customer feedback to discern trends and implement CX improvements.
• Customer Experience Strategy: Assist in developing and executing regional CX strategies aligned with company goals.
• Process Improvement: Identify regional end-to-end CX improvements and implement solutions; coordinate with other departments for integrated CX.
• Issue Resolution: Handle escalated customer issues and complaints from the CS Team.

Skills

Advanced Excel

Data analysis

Leadership

Communication

English proficiency

Education

Bachelor’s degree in Business/Marketing or related field

Tools

Tableau

Looker

Job description

ZALORA Group is seeking a Senior Data Analyst for the Customer Experience Projects team in Malaysia. You will design analyses, build scalable reporting, and provide strategic insights to cross-functional teams, reporting to the Regional Head of CX.

You will lead data-driven initiatives, develop dashboards, automate data workflows, and contribute to regional CX strategies that elevate customer satisfaction. Strong Excel, BI tools, and English proficiency are essential for success.