Market Insights & Operation

Team and Role Introduction

Market Insights and Operations (MIO) is a key function within Lazada Customer Care, responsible for driving data-driven improvements to enhance the overall buyer and seller experience. This role focuses on analyzing customer and seller data, performing root cause and trend analysis, and providing actionable insights and recommendations. MIO also works closely with various stakeholders across the business to implement localized improvement initiatives and resolve critical cases. As part of this team, you will play a pivotal role in shaping the customer care experience in both Malaysia and Singapore.

Responsibilities

Reporting to the Manager of MIO, your responsibilities would include:

• Assist in the delivery of monthly buyer and seller satisfaction (e.g. NPS) data analysis and reporting, plus ad hoc deep dive reporting based on stakeholders’ needs.
• Conduct a holistic root cause and trending analysis looking into multiple sources of data (in addition to NPS) to identify reasons for underperformance and propose actionable recommendations while escalating any risks from emerging trends
• Work effectively with key local stakeholders and regional CX and SX Business Partners to drive initiatives on products and services provided by Lazada to enable continuous improvements towards an elevated buyer/seller experience
• Identify opportunities to deepen insights using further analysis
• Where needed, to provide support in conducting Qualitative (e.g. focus group discussions, 1-to-1 interviews), Quantitative (e.g. survey, benchmarking exercise) study, and data analysis

Requirements/Qualifications(must have)

To succeed in the role, you should ideally have:

• Minimum Bachelor degree with at least 3 years of related working experience in a service related industry
• Strong analytical skills, systematic thinker with the ability to understand the holistic picture and complex consideration
• Acute deductive skills, with exceptional problem-solving capabilities and attention to details
• Ability to present complex ideas and solutions in a structured manner with excellent written and verbal communication skills in English
• Working knowledge of research techniques and methodologies
• Effective listening and interpersonal skills with achievements in obtaining buy-in and cooperation
• Proficient in MS PowerPoint, MS Excel (i.e. Xlookup, pivot)
• Adaptive to change and flexible in an evolving fast-paced environment