Customer Experience Project Lead

2 weeks ago

Karachi, Sindh, Pakistan Daraz Group Full time

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Job Description

Champion customer experience and help strengthen the customer experience mindset across the entire company by providing the right insights and establishing the right cross-functional routines to uplift customer loyalty.

Establish the customer insights function within the regional team as well as within our various country organizations. Work with the country CCOs to help acquire top talent or nurture and retain high potential individuals related to this new Customer Insights function.

Drive performance through strong data analytics, delivering insights and status updates on buyer & seller satisfaction.

Conduct experience (NPS / PSAT) root cause and trending analysis to identify reasons for underperformance and propose actionable recommendations, escalating any risks from emerging trends impacting buyers, sellers, and the business.

Execute research (quantitative / qualitative) and create insights-driven presentations with recommendations for senior management and stakeholders.

Collaborate with different business units to frame and identify customer insights and develop joint plans to improve key business metrics.

Grow to help the business improve continuously, ensuring we offer a best-in-class experience. Review industry best practices and benchmarks to keep Daraz competitive and maintain market leadership across all markets.

Enhance performance by supporting the setting of clear KPIs and measuring against these regularly to manage team performance.

Do and figure out how to get from A to B – and actually make it happen. At Daraz, we believe in leading by example, pulling up your sleeves, and getting things done.

Requirements and Skills

Experience: 3+ years in project management, consulting, business development, market research, or customer experience-related roles.

Researcher: Minimum Bachelor's degree in business, Economics, Statistics, Psychology, or other quantitative/qualitative research-related fields is desirable.

Self-starter: You have a bias towards action and thrive in a fast-paced, constantly changing environment.

Problem solver: Skilled in synthesizing complex projects, translating high-level goals into actionable plans, and implementing processes.

Owner: Craves responsibility and aims to help shape the company's vision and direction.

Adaptable: Able to thrive in high ambiguity environments that are continuously evolving.

Analytical: Diligent with a strong tendency to make data-driven decisions, proficient in Google Sheets / MS Excel, and familiar with analytical tools (experience with SQL is a plus).

Approachable: Down-to-earth, humble, and able to work effectively across all seniority levels at Daraz.

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