NPS Analytics & Business Excellence

NPS Analytics & Business Excellence - LAAM

LAAM is Pakistan s one-stop fashion online store that is home to the country s finest designer wear. Our mission is to:

1- Enable people to search easily, discover and buy fashion products.

2- Help designers and artisans (small businesses) to reach global audiences and enable their growth. Provide a meaningful space to turn their creative products into opportunity.

About the Work:

• Monitor and conduct deep dive analysis on areas of opportunities within the organization and implement corrective actions to help achieve desired outcomes
  

• Analyze complex data and create meaningful insights
  

• Responsible for monitoring and analyzing customer metrics i.e.Daily NPS score
  

• Receive and evaluate customer feedback as well as monitor feedback results
  

• Mapping customer journey and identifying gaps in customer experience across all touch points
  

• Perform RCA on survey results, raise red flags, evaluate the issue for resolution and work on building processes leading to customer satisfaction
  

• Identifying loop holes in the system and developing processes and systems that deliver towards 100% conformance to customer requirements.
  

• Liaise and collaborate with the internal teams to ensure that the gaps in the customer experience, irrespective of where they occur in the journey, are plugged.
  

• Devising the right strategy and executing it with the help of Senior Management (depending on the fix required for process improvement systemic fix, behavioral fix, policy fix etc.)
  

About You:

• Bachelors degree in any of the related fields , Science, Engineering, Business, Economics or Finance
  

• 1+ year experience in data analysis or similar role
  

• Ability to analyze complex data with improved process implementation leading to customer satisfaction
  

• Good Analysis and reporting expertise
  

• Excellent verbal and written communication skills
  

• Candidates with an experience of NPS Analysis and knowledge of Six sigma will be preferred
  

• Knowledge of SQL, python/R is preferred.
  

What we offer

• Jump on a massive opportunity for growth with our company in its early stage
  

• Phenomenal Leadership (with experience at top technology companies like Microsoft and Facebook)
  

• Collaborative work environment - We believe in enjoying work while also making an impact
  

• Own your work - let your influence and expertise shine here. We want to hear your ideas.
  

• Semi-annual performance based increment
  

Experience: 1-2 years

Kindly share resumes at [email protected]

Location: Model Town, Lahore