Team and Role Introduction:
The Marketing Insight and Operations (MIO) team is within the Customer Experience (CX) vertical in the Customer Care department, responsible as custodians of the customer experience and journey on Lazada.This includes assisting in research and analyzing customer (especially focussing on Buyer) feedback across all journey milestones and drive initiatives from there. The main KPI of the team is the Net Promoter Score (NPS), Product Satisfaction (PSAT) and Transactional Satisfaction (TSAT). Our objective is to ensure that customers have a frictionless shopping experience on our platform. This position requires CX strategic alignments, clear insights to action development and regular communication with senior management to lobby for support, prioritise and justify improvement efforts.

Responsibilities:

-Monitoring and maintaining the execution of customer satisfaction measurement efforts including Net Promoter Score (NPS), Transactional Satisfaction (TSAT), Seller Satisfaction Score (PSAT), with tracking of improvement initiatives with regional and local stakeholders.
-Design, develop studies to create awareness and enable continuous improvements towards elevated Customer Value Proposition, whilst disseminating awareness through reports and presentations.
-Providing insights and identify Customer Experience pain points, Moments of Truth and improvement areas on products and services based on the study; translating them from insights to action.
-Drive ‘Customer first’ initiatives, implementation, execution, control and completion of key strategic projects together with the business and relevant stakeholders.
-Collaborate with various internal stakeholders including Marketing, PR, and Business Risk teams on customer communication plan for buyer education, service recovery, retention and increase customer satisfaction.