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Senior Analyst - Customer Experience

ZALORA is looking for a qualified and highly motivated Senior Business Intelligence Analyst. The role is based in our Kuala Lumpur office. Reporting to the Associate Manager of Operation Excellence and Customer Experience, the Senior BI analyst will:


  • Identify insights on improvement areas to elevate ZALORA’s Customer Experience by running analysis such as churn rates, repurchase rates, funnel performance and cohort performance
  • Participate in the full lifecycle of an analytics: from gathering and understanding the end-user needs over creating the functional design, architecting the solution, technical dashboard/report implementation, to preparing and executing the functional and product tests before the business handover.
    • Example: Analyse and understand why there are high customer returns for certain items > identified that items without measurements were the main culprit > identified (together with Project Managers) that items with missing measurements were not visible to stakeholders > build a dashboard to list out items with missing measurements > work with project managers to ensure items are updated with measurements regionally
  • Build and maintain the client relationship on both data warehouse and business side.


  • Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree in Mathematics, Business, Engineering or related field of study
  • 2 to 4 years of working experience in the field of Business Intelligence or Business Analytics
  • Proven predictive and/or descriptive analytics experience
  • Ability to perform multiple joins in SQL is a must; advanced query optimization is preferred
  • Expert level in Microsoft Excel (Pivot tables, lookups etc.) is a must
  • Experience with Google Analytics is preferred
  • Experience with Tableau Desktop as a designer is preferred
  • Proven ability to estimate and plan business requirements and plan for key deliverables
  • Good leadership, communication (written and oral) and interpersonal skills


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 and Taiwan. 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.

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