NPS & Customer Insights Analyst
Rappi
Bogotá, CO
hace 1 día

YOUR NEXT STEP IS AT RAPPI! Rappi is one of the first Latin American unicorns and a start-up that continues to focus on growing and making life easier for our users.

As a company, we seek to continue improving the services we already offer, add more to our offer and continue expanding throughout the Latin American continent.

What this role do?

  • Lead experience for Rappi’s core business verticals, ensure organizational alignment over strategic goals around service levels and tackle most pressing issues affecting our customer’s experience through operational improvements and product developments.
  • We are looking for people located in Colombia, Mexico.
  • How would you do it?

  • Our Team’s are tasked with the ultimate responsibility : make sure we transform Rappi into a fully customer centric organization by embedding their feedback coming from NPS surveys and many other sources into every decision made at Rappi.
  • This means be part of the squads assigned to tackle our customer’s most pressing pain points by providing additional insights around the problems at hand, demanding results from everyone in the squad and making sure the backlog of initiatives set is actually done.
  • You will need a combination of interpersonal skills, leadership by influence and strong analytical skills to back up arguments with solid data to make sure we deliver the ultimate customer experience and create raving fans. If
  • Culture :

  • Curious. Constantly questions how things work
  • Entrepreneurial minded
  • Adaptable to changing circumstances
  • Why ?

  • Raving fans mean retained customers who spend more with Rappi and enable faster growth. This is fundamentally an entrepreneurial role.
  • You will need to be practical, innovative, deeply analytical and transform insights into actions. If you are obsessed about your customers, have strong attention to detail and want to have a 360 view of the customer’s experience, this is the role for you.

    Job Responsibilities :

  • Support ongoing NPS measurement via survey management, data analysis, dashboard creation, reporting and feedback distribution
  • Analyze trends of Net Promoter Score (NPS) Detractors / Promoters to identify opportunities to improve customer experience
  • Conduct root cause analysis to identify the drivers of customer sentiment and behavior
  • Help determine strategic areas of focus for the company based on NPS insights
  • Conduct Ad Hoc research and business process improvements in order to further improve customer experience
  • Assist in developing exec-level reports & presentations weekly to share NPS progress & insights
  • Skills

  • Excellent analytical skills (if no prior SQL knowledge, must be willing to learn on the job)
  • Strong communication & stakeholder management skills with proven ability to influence outcomes
  • Structured problem solving skills with strong attention to detail
  • Customer obsessed and passionate about delivering an amazing experience to our users
  • Entrepreneurial, proactive, and productive with a roll up your sleeves attitude
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