Lead Customer Experience & Insights

“To be the most loved everyday food and groceries destination!” - that’s our mission at foodpanda (small ‘f’).

foodpanda is the largest food and grocery delivery platform in Asia, outside of China. 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!

If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. foodpanda comprises of people from more than 60 nationalities, and we believe in winning through diversity.
foodpanda is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide

• 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 

• 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
• 3-4 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

• 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!