(Senior) - Customer Experience Analysis

The Business Analyst will be part of Customer Experience Excellence team, and work to supplement the analytics and visualization contributions towards the data-driven decisions at MoMo. This candidate should enjoy managing high volumes of customer operational data and be comfortable providing analyses and insights. They will have the opportunity to directly influence the products and development of the company, and their conclusions will have a wide-ranging impact on the customer experience decisions of the business.

Mô tả công việc

• Building, developing, and maintaining automated dashboards to monitor performance metrics
• Monitoring data quality to ensure data sources are reliable and relevant for the team’s purposes
• Analyzing complex data to drive insightful findings and translating them into meaningful, actionablerecommendations for our stakeholders
• Designing and implementing solutions and best-practices, with automation and scalability in mind, to empowerend-users to become self-reliant
• Collaborating with internal team to consolidate requirements, understand business needs, and deliver projects in a timely manner
• Ad-hoc Reporting & Data Analysis duties or other responsibilities as require

• Assist the Customer Experience Management Team in implementing improvement projects related to customer operations.
• Contribute to the development and execution of strategies that elevate customer satisfaction and loyalty.

Yêu cầu công việc

• At least 2-3 years of experience in the customer experience field.
• Excellent analytical skills and problem-solving aptitude
• Ability to collect, organize, and analyze significant amounts of data with high attention to detail
• Ability to visualize findings, create meaningful insights, and arrive at actionable recommendations
• Strong spoken and written communication skills to collaborate with team members and to explain findings clearly to internal team as well as stakeholders
• Experience writing complex queries in SQL or other SQL-based languages
• Work proactively with key business partners to closely monitor risks and opportunities and identify improvement opportunities
• Sense of ownership, a growth mindset, and the ability to recommend solutions which are scalable
• Self-learner and quick to adopt new knowledge and technical skills
• Effectively collaborate within a team as well as work independently

• Experience with BI/analytics/statistics tools and languages (Google BigQuery, Google Data Studio, R, Python, etc.)
• Solid technical/functional knowledge in statistics