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Customer Experience Project Analyst - HK & TW

Reporting to the PMO and Customer Experience Manager (HK & TW), you will work closely with Regional Customer Experience Manager to localize and drive Customer Experience projects to improve HK & TW shopping experience.

 

Responsibilities:

  • Analyze Customer Experience reports to derive trends and customer insights
  • Synthesize quantitative and qualitative data to define customer pain points and root causes
  • Prioritize improvement areas and construct business case to gain buy-in from cross-functional teams
  • Collaborate and follow-up closely with cross-functional teams and to project manage improvements
  • Pilot-test new features and feedback Product Managers
  • Communicate launch of improvements or new features to internal stakeholders and coordinate customer communications update - FAQ, CRM etc.
  • Monitor project impact and customer feedback in the post-launch phase
  • Represent the Voice of the Customer in monthly presentation

 

Requirements:

  • 2-3 years of project management / operational excellence / customer data analytics experience
  • Self-motivated individual who is detail-oriented, a fast learner and a strong team player
  • Customer-centric mindset and have a good knowledge of HK & TW customer behaviour
  • Analytical skills - advanced Excel, basic Tableau and SQL is a bonus
  • Project management skills and cross-functional coordination experience
  • Good written and verbal communication skills in both Cantonese and English, Mandarin is a plus
  • Candidates with more experience will be considered as a Senior Analyst

 

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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