Merchant Experience Data Analyst

7 days ago

Jakarta, Indonesia GO-JEK Full time

**About the Role**

A great opportunity awaits our Merchant Experience Data Analyst who will collaborate within our Merchant Lifecycle function and improving the Merchant Experience quality together with Merchant Experience Service Quality Management and Merchant Experience Leader. Your efforts will bolster MSME digitalization and help MSME grow their business with Gojek ecosystem.

As the main Business Analyst, you will assist everyone in the tribe in driving data-driven strategies and playing an important role in the new data-driven operating model, where you will focus on relentless execution of experiments to drive optimization and instrument data for fast feedback loop. You will also assist GoKasir Business Head in strategizing and prioritizing projects in driving business growth and delivering merchant-centric experience through analyzing merchant’s behavior and listening to the voice of merchants.

**What You Will Do**:

- Lead and initiate the capturing of meaningful data to create analysis and drive actionable insights in addressing business problems within Merchant Experience team
- Instrument data through control towers for fast feedback loop, to monitor end-to-end merchant journey, and to track success metrics across Merchant Experience
- Execute the review and improvement points of Merchant Experience OKR
- Collaborate cross-functionally to drive acquisition, engagement actions, feature adoption, and retention in data-driven and innovative ways
- Drive relentless execution of experiments in driving optimization
- Assist strategic projects within Commerce Enablement tribe
- Lead, initiate and execute NPS, MSAT and CSAT of Commerce Enablement’s Point-of-Sale (POS)
- Collaborate with Service Quality Management and Customer Experience team to build new initiatives

**What You Will Need**:

- Bachelor's degree from a reputable university
- Minimum of 2 years experience in a strategic data analytics role
- Data-driven with a commitment to process
- Understanding of Design Thinking/Human-Centered Design would be a plus point
- Track record of coordination in complex customer environments at executive and department levels
- Strong project management skill and an ability to multitask without getting frazzled
- Strong presentation skill
- Experience with Zendesk/Salesforce is a plus
- Experience in E-commerce or Point of Sale is a plus
- Fluent in English

**About the Team**

The Commerce Enablement family is here to improve solutions for our merchant-partners in Indonesia (and the greater Southeast Asian region) to sell their products both online and offline. We also have the mission to improve the merchant-partner experience through product innovation and integration with the rest of the Gojek ecosystem.
- Our portfolio of products includes merchant-facing solutions that enable our subscribed merchant-partners to sell their goods and services both online and offline. Southeast Asia is a highly dynamic market, where products have to react promptly to market trends and shifts, and where product managers and business leads need the flexibility to experiment and iterate fast. With that in mind, we implement a dynamic operating model of “Tribe” whose members come from different lines; product, marketing, engineering, merchant lifecycle; all work toward the same goals. In such a way, we could support agile practices across all our processes and initiatives in the form of rapid marketing, product, and engagement iterations.
- Internally, we promote a culture of data-driven, experimentation, learning, customer-centric, and service excellence. We advocate sustainable innovation, and working smart more so than working hard. So, if you’re looking for a positive, supportive, and collaborative working culture, you have found yourself a home.

**About Gojek**

Gojek is a Super App. It is one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and a dozen other products. We are Indonesia’s first decacorn. We are also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'

**Our Mission**: To create and scale positive socio-economic impact for our customers, driver-partners, business, and MSMEs.

As of 2018, Gojek processed more than $9 billion in annualized gross transaction value across all markets where it operates - in Singapore, Vietnam, and Indonesia. We have the largest food delivery product in Asia (outside of China) and is the largest payments wallet in Southeast Asia.

Gojek contributed IDR 249 T to the Indonesian economy (equivalent to 2% of Indonesia's GDP in 2020). As of Q1 2021, the Gojek App witnessed over 190mn downloads by customers. The platform has over 2mn Driver Partners & ~900000 Merchant Partners across SEA.

**About GoTo Financial**

GoTo Financial brings secure, reliable, and user-friendly financial solutions to over 55 million monthly active users, more than 14 million merchants, and over 2.5 million dr

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