Insights & Analytics (Qualitative Research)

Location:**Malaysia**- Department: Customer Service- Location: Malaysia- Team and Role Introduction:- VoC is a function in Lazada Customer Care that analyses customer & seller data, conducts root cause and trending analysis, provides insights and recommendations that result in great buyer & seller experience.- Reporting to the Senior Manager of VoC, your responsibilities would include:- Lead Qualitative (e.g. focus group discussions, 1-to-1 interviews), Quantitative (e.g. survey, benchmarking exercise) study, and data analysis- Responsible for sample design, questionnaire design, data spec, data consolidation, report preparation, and presentations to senior management- Formulate and validate hypotheses by understanding, interpreting, and synthesizing data from various sources (e.g. NPS/PSAT, brand health data, operational data) to help build appropriate, relevant, and impactful stories- Translate insights into engaging stories with clear and concise implications that will help to drive buyer and seller experience improvement initiatives- Identify opportunities to deepen insights using further analysis- To facilitate ad hoc tasks when needed within the department**Job Requirements**- Minimum Bachelor degree with 3-5 years of related working experience in a research agency (preferably have experience in both Quantitative and Qualitative research)- Excellent knowledge of research techniques and methodologies, especially in Qualitative research- Strong analytical skills, systematic thinker with the ability to understand the holistic picture and complex consideration- Acute deductive skills, with exceptional problem-solving capabilities and attention to details- Ability to present complex ideas and solutions in a structured manner with excellent written and verbal communication skills in English- Effective listening and interpersonal skills with achievements in obtaining buy-in and cooperation- Proficient in MS PowerPoint, MS Excel (i.e. Vlookup, Xlookup, pivot)- Adaptive to change and flexible in an evolving fast-paced environment