Description

Position Title: Lead- Customer Experience Data Analyst
Department: Customer Operations
Location: Karachi

foodpanda is an online food and grocery delivery platform owned by Delivery Hero.Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!

foodpanda is looking for a talented individual to join the team as Lead- Customer Experience Data Analyst in Pakistan. The role is based in Karachi, Pakistan and will report into Manager Customer Experience & Insights.

Job Role and Responsibilities:
● As one of the brains behind our customers’ operations, you will be responsible for the
performance analysis, optimization and process design of one of the biggest stakeholders of our
business: customers.
● You will lead towards designing in best in class service functions to address customer pain points
during pre, live, and post-delivery and set them up to offer a stellar experience
● You’ll be in a highly data-driven role working on customer touchpoint feedback analysis,
organizing and recommending changes with a key focus on outer loop initiatives to improve user
experience through Bottom-Up NPS Closed Feedback Loop aligning our commercial, vendor
operations and marketing departments
● You’ll be adept at managing stakeholders, be it the city or functional managers or vendors to
influence business goals with the ultimate purpose to maximize our NPS.
● You’ll be required to be deeply involved with our Shared Service Centre in Malaysia to
collaborate, understand and implement our regional and global best practices
● Every day you would be consistently identifying and monitoring how forces within the system
can potentially impact NPS - for the good or worse
● You’ll be the champion of after order NPS and restaurant rating and constantly strive to
optimize it

● You’ll be involved in Customer Value Management roles including churn, lifetime value,
improving proactive and reactive issued vouchers’ share and usage, tactical pricing, data science
and digital insights, digital analytics and AI/ML solutions
● You’ll lead team to develop reports, dashboards and views for higher management on
cancelations, after order NPS, and all those KPIs that form a quintessential part of customer
experience

Requirements:
● A 4-year degree program in STEM from a reputable institution with SQL and Python knowledge
is a must, further skill in data science is a plus
● 6 years or more experience in analytical roles involving designing customer support
strategy/experiencing is required for succeeding in this role
● You are comfortable using business intelligence tools (e.g. Tableau)
● Power BI and Google Data Studio excite you.
● You are proficient in predictive modeling and forecasting via Excel or other tools
● Highly organized and self-disciplined, able to work on multiple projects in a self-structured and
well-prioritized way
● Extremely analytical, data-driven & with a keen eye on process improvement
● Effective communication and interpersonal skills with a problem-solving attitude is the
cornerstone of your personality
● You must be adept at G-Suite

A little About Us:

● We are fast, like mind boggling fast! So, if you’re someone who loves ever changing goals and loves optimization, you’re the right fit for us!
● We love people who can develop things from scratch, own them and then work on improving them.
● We love what we do, and we don’t rest until we’ve achieved our targets. So, if you’re also someone who is driven until the dream is achieved, come join us!

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