Voice Of Customer Analyst

Traveloka (Jakarta Metropolitan Area)

DKI Jakarta, Indonesia

e don’t innovate for the sake of innovation, we utilize technology to simplify people’s lives so they can enjoy their lives better. That belief is what brought Traveloka to be the leading travel platform in Southeast Asia. Traveloka serves 20+ products that include comprehensive travel services. From transportations to accommodations, discovering nearby attractions, and insurance products to financial services, including the groundbreaking ‘Buy Now Pay Later’. With 100+ millions downloads in six countries across the SEA region, we aim to keep exploring for better innovations — all to fulfill our users’ travel aspirations so they can enjoy their lives, their way.

About this position

It's fun to work in a company where people truly BELIEVE in what they're doing!

Responsibilities

• Implement and manage processes to measure Customer Effort Score (CES) across different customer interactions (e.g., support calls, chats, emails, app interactions).
• Analyze related customer voices data to identify trends, patterns, and root causes impacting customer effort.
• Collaborate with cross-functional teams including Customer Operations, Products, and Marketing to implement strategies aimed at reducing customer effort.
• Generate insights on customer journey and on what customers have feedback on Traveloka for senior management and stakeholders.
• Conduct surveys, interviews, benchmarking, and focus groups to gather qualitative data about customer preference in the travel industry.
• Stay updated on industry best practices and innovations related to customer experience management.

Requirements

• Bachelor’s degree from top tier university in Business Administration, Marketing, Statistics, or a related field (Master’s degree preferred).
• Proven experience as a Business Analyst, market research or similar role, preferably in a customer-centric organization with minimum 1 year of working experience.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Proficiency in statistical analysis tools and techniques.
• Excellent communication and presentation skills, with the ability to convey complex data-driven insights to non-technical stakeholders.
• Ability to work effectively both independently and as part of a team in a fast-paced environment.
• Experience with CRM systems and customer feedback platforms is a plus.
• Excellent Planning & Organizing, Customer Focus, Quality & Results Orientation good Analytical Thinking, Negotiation & Time Management.
• Strong writing, communication, presentation, negotiation and analytical skills.
• Advance Analysis, Persistence, Responsive, Proactive, Pleasant Manner & good team work.