Senior Data Analyst - Customer Experience Projects

Location: Kuala Lumpur, Malaysia

Department: General

Senior Analyst

Are you a data-driven professional with a passion for elevating customer experiences? We’re on the lookout for a Senior Data Analyst to join our innovative Customer Experience Team, reporting directly to the Regional Head of Customer Experience.

You will design and execute robust analyses, develop scalable reporting solutions, and provide strategic recommendations to cross-functional teams. The ideal candidate combines strong analytical and statistical skills with a track record of delivering insights that influence the customer journey. 

If you excel in a collaborative, fast-paced environment and are motivated to make a real difference in customer satisfaction, we’d love to connect with you!
 

Responsibilities:

• Data Reporting: Develop and manage advanced reporting, analytics, and interactive dashboards that provide comprehensive business insights on company KPIs through data interpretation and analysis from data sources.
• Data Automation: Identify, standardise, and automate data collection and processing workflows, including evaluating automation opportunities and implementing process improvements to drive operational efficiency.
• Customer Feedback: Gather, analyze, and present diverse customer feedback from Net Promoter Score to discern trends and pinpoint areas for enhancement. Leverage these insights to implement changes that elevate the overall customer experience.
• Customer Experience Strategy: Assist in developing and executing regional customer experience strategies that align with company goals and enhance customer satisfaction.
• Process Improvement: Identify areas for improvement along the regional end-to-end customer journey and implement solutions to enhance efficiency and effectiveness. Work with other departments to ensure a seamless and integrated customer experience.
• Issue Resolution: Handle escalated customer issues and complaints from the CS Team, ensuring timely and effective resolution.

Requirements:

• Bachelor’s degree in Business, Marketing, or a related field.
• 3+ years of experience in Customer Experience, or project management roles (preferably with at least 1 year in a supervisory position).
• Possess advanced Excel and formula-based analysis knowledge (VLOOKUP, XLOOKUP, NESTED IFS).
• Possess thorough BI/visualization skills through Tableau or Looker.
• Excellent numerical aptitude and a proven ability to drive decisions and efficiencies through data analysis and automation.
• Strong leadership and team management skills.
• Excellent communication, presentation, and interpersonal skills.
• Proficiency in English is mandatory.
   

The ZALORA Story

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong. ZALORA’s localised sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes and accessories for men and women. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets. 

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.