1. Data Processing & Analysis

• Pull, clean, and analyze datasets from tools such as Tableau, Metabase, Spreadsheets, or SQL without needing guidance
• Leverage AI tools (ChatGPT, Claude, Gemini, etc.) to accelerate data processing and pattern recognition
• Build and maintain performance dashboards that monitor CX health metrics in real time
   

2. Insight Synthesis & Root Cause Analysis

• Identify anomalies, loopholes, and non-ideal business processes across the customer journey
• Connect disparate data points to determine root causes of key CX events (e.g., ticket volume spikes, churn surges, activation drops)
• Present structured findings using the "why → so what → now what" framework

3. Strategy Recommendation & Risk Assessment

• Translate insights into actionable strategies with clear expected outcomes and measurable KPIs
• Proactively map risks and mitigation plans for each recommended strategy
• Prioritize recommendations based on business impact and feasibility

4. Churn & Retention Management

• Conduct deep-dive churn analysis to identify user segments most at risk
• Design and propose targeted retention strategies (e.g., pricing, intervention timing, communication)
• Track cohort behavior to measure the effectiveness of retention initiatives over time

5. Revenue & Subscription Growth Support

• Provide data-backed inputs for upsell, cross-sell, and pricing strategy decisions
• Analyze the behavioral differences between high-value and low-value subscribers to unlock upgrade levers
• Collaborate with Commercial and Product teams to align CX strategy with revenue targets
   

6. Cross-Functional Collaboration

• Communicate findings and recommendations clearly to non-technical stakeholders (Sales, Product, Operations)
• Act as the CX data liaison: translate business questions into analytical frameworks, and analytical outputs into business action
• Align CX initiatives with team-level OKRs and broader company goals

7. Business Process Improvement

• Audit existing CX processes to identify inefficiencies and recommend improvements
• Monitor support ticket and hotline metrics to detect recurring issues and systemic gaps
• Propose process fixes and track implementation impact

Education

• Bachelor's degree from a reputable university
• Relevant fields: Business, Economics, Statistics, Industrial Engineering, or related disciplines

Experience

• Minimum 3 years of experience in Customer Experience, Business Analytics, Strategy, or related functions
• Experience in a subscription-based or SaaS company is a strong advantage

Technical Skills

• Proficient in data processing tools: Excel/Google Sheets (advanced), Tableau, Metabase, or similar BI tools
• Comfortable with SQL for querying datasets independently
• Familiarity with CRM and customer support tools (e.g., Zendesk, Freshdesk, HubSpot)
• Active user of AI tools as work accelerators (Claude, ChatGPT, etc.) — considered a plus

• BPJS Kesehatan & Ketenagakerjaan
• Private Insurance
• 12 days annual leave

Working Tools (Laptop)