• Plan, scope and lead customer research studies, work backwards from customer needs to identify areas that can drive impactful customer experience enhancements
• Continuously collaborate together with other functional, business, and strategic departments and teams across the Daraz NP ecosystem to understand their requirements from a customer insight perspective and align roadmaps, insights and changes that would improve the customer experience
• Devise ideas and develop into projects specific research requirements as specified by various teams
• Clearly and confidently communicate and share research findings to the business, within required timeframes
• Lead a team to execute said projects independently or with the help of relevant internal and external stakeholders, delivering quality results within the specified deadlines
• Design, execute, analyse and present primary and secondary market research projects (Qualitative, Quantitative, offline, online, ad hoc, workshops etc.)
• Oversee the design and development of specific research methods and sampling logic, including questionnaires, discussion guides, and feedback questionnaires, among others
• Analyse and interpret data to identify patterns and propose solutions/initiatives in order to improve customer experience
• Be the main point of dissemination of all feedback generated via various avenues of customer service points
• Take ownership of all customer & seller generated data points including Net Promoter Score, Contacts, and queries, and channel this information through a well-formed approach to all relevant stakeholders

Requirements

• Bachelor’s in data-related relevant fields (A Master’s degree is preferred) 
• Excellent proficiency in MS Office package, focused especially on Excel
• Must be able to handle and work with large data deriving logical conclusions from data
• Strong analytic skills - able to synthesise, identify a coherent narrative and communicate clear findings from multiple, sometimes incomplete, data sources
• Ability to adapt to new systems and technologies
• Strong accountability and ownership values

Competencies

• Technical
• Analytical
• Communication
• Initiative
• Team Player

What we offer

• International working environment, and a unique opportunity to learn from the best in e-commerce and business growth. 
• A platform to learn from Alibaba’s world-leading ecosystem 
• Rigorous training and exposure in team management, leadership, business analytics, and operations. 
• An opportunity to train the next generation of business leaders 
• Competitive salary and incentive package 
• Health & Medical insurance