Senior Data Analyst - Customer Experience Projects

ZALORA Group; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading online fashion retailer in Kuala Lumpur is seeking a Senior Data Analyst to join their Customer Experience Team. This role involves designing analytical solutions, conducting data reporting, and enhancing customer satisfaction through insights. The ideal candidate should have a relevant degree, strong analytical skills, and experience in customer experience roles, with proficiency in data analysis tools like Tableau.

Qualifications

• 3+ years of experience in Customer Experience or project management roles.
• At least 1 year in a supervisory position is preferred.
• Proficiency in English is mandatory.

Responsibilities

• Develop and manage advanced reporting and dashboards for business insights.
• Identify and automate data collection workflows.
• Gather and analyze customer feedback to enhance the customer experience.
• Assist in developing regional customer experience strategies.
• Identify and implement solutions for process improvement.
• Handle escalated customer issues and complaints.

Skills

Advanced Excel skills

Data Analysis

Leadership skills

Communication skills

Customer Experience knowledge

Education

Bachelor’s degree in Business, Marketing, or related field

Tools

Tableau

Looker

Job description

Overview

Senior Analyst

Are you a data-driven professional with a passion for elevating customer experiences? We’re on the lookout for a Senior Data Analyst to join our innovative Customer Experience Team, reporting directly to the Regional Head of Customer Experience.

You will design and execute robust analyses, develop scalable reporting solutions, and provide strategic recommendations to cross-functional teams. The ideal candidate combines strong analytical and statistical skills with a track record of delivering insights that influence the customer journey.

If you excel in a collaborative, fast-paced environment and are motivated to make a real difference in customer satisfaction, we’d love to connect with you!

Responsibilities

• Data Reporting: Develop and manage advanced reporting, analytics, and interactive dashboards that provide comprehensive business insights on company KPIs through data interpretation and analysis from data sources.


• Data Automation: Identify, standardise, and automate data collection and processing workflows, including evaluating automation opportunities and implementing process improvements to drive operational efficiency.


• Customer Feedback: Gather, analyze, and present diverse customer feedback from Net Promoter Score to discern trends and pinpoint areas for enhancement. Leverage these insights to implement changes that elevate the overall customer experience.


• Customer Experience Strategy: Assist in developing and executing regional customer experience strategies that align with company goals and enhance customer satisfaction.


• Process Improvement: Identify areas for improvement along the regional end-to-end customer journey and implement solutions to enhance efficiency and effectiveness. Work with other departments to ensure a seamless and integrated customer experience.


• Issue Resolution: Handle escalated customer issues and complaints from the CS Team, ensuring timely and effective resolution.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field.


• 3+ years of experience in Customer Experience, or project management roles (preferably with at least 1 year in a supervisory position).


• Possess advanced Excel and BI/visualization skills through Tableau or Looker.


• Excellent numerical aptitude and a proven 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.

The ZALORA Story

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets.

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.