Monitor and analyze the customer journey across all touch points using quantitative and qualitative data collection methods to identify key customer interactions and moments that matter, assessing satisfaction, efficiency, and friction points.
Conduct and review customer feedback, surveys, and service interaction data to gain insights into customer needs and expectations.
Support the Translation of Insights into Customer Experience Initiatives:
Collaborate with the Customer Experience Leader to develop strategic initiatives based on customer insights.
Help create detailed plans that outline the scope, goals, and timelines of customer experience projects, ensuring alignment with broader business objectives.
Work with relevant departments such as Operations, Marketing, Product/Tech, and Customer Services to ensure seamless execution of customer experience initiatives.
Measure the impact of implemented initiatives on customer loyalty and overall satisfaction, using metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention rates.

Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.
Minimum of 2 years' experience required, with at least 1 years in research agencies
Proficient in SQL, Python is preferred
Strong analytical skills to interpret complex data and translate it into actionable improvements.
Problem-solving abilities and attention to detail.
Preference is given to candidates with backgrounds in e-logistics/logistics, retail, e-commerce, or technology-driven industries, but it is not a requirement.