Voice Of Customer Analyst

It's fun to work in a company where people truly BELIEVE in what they're doing!

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Job Description

• Implement and manage processes to measure Customer Effort Score (CES) across different customer interactions (e.g., support calls, chats, emails, app interactions).

• Analyze related customer voices data to identify trends, patterns, and root causes impacting customer effort.

• Collaborate with cross-functional teams including Customer Operations, Products, and Marketing to implement strategies aimed at reducing customer effort.

• Generate insights on customer journey and on what customers have feedback on Traveloka for senior management and stakeholders.

• Conduct surveys, interviews, benchmarking, and focus groups to gather qualitative data about customer preference in the travel industry

• Stay updated on industry best practices and innovations related to customer experience management.

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Requirements

• Bachelor’s degree from top tier university in Business Administration, Marketing, Statistics, or a related field (Master’s degree preferred).

• Proven experience as a Business Analyst, market research or similar role, preferably in a customer-centric organization with minimum 1 year of working experience.

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.

• Proficiency in statistical analysis tools and techniques.

• Excellent communication and presentation skills, with the ability to convey complex data-driven insights to non-technical stakeholders.

• Ability to work effectively both independently and as part of a team in a fast-paced environment.

• Experience with CRM systems and customer feedback platforms is a plus.

Must have soft skills :

• Excellent Planning & Organizing, Customer Focus, Quality & Results Orientation good Analytical Thinking, Negotiation & Time Management

• Strong writing, communication, presentation, negotiation and analytical skills

• Advance Analysis, Persistence, Responsive, Proactive, Pleasant Manner & good team work

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!