Deskripsi Pekerjaan
Are you a strategic thinker passionate about connecting internal employee satisfaction with external customer success? PT Sinar Digital Terdepan is seeking a dynamic Customer Experience (CX) People Ops Analyst to join our growing team. In this pivotal role, you will serve as the bridge between our People Operations and Customer Experience departments, leveraging data-driven insights to enhance our service delivery and optimize internal processes.
As a CX People Ops Analyst, you will play a crucial role in shaping our organizational culture and ensuring our CX team is empowered to deliver exceptional service. You will analyze key performance indicators (KPIs), identify areas for improvement, and implement solutions that drive both employee engagement and customer satisfaction. If you have a knack for analytics, a strong understanding of HR operations, and a desire to make a tangible impact on our customer journey, we want to hear from you.
Tanggung Jawab
- Conduct comprehensive data analysis of HR metrics and employee feedback to identify trends impacting CX and operational efficiency.
- Collaborate with CX leadership to design and implement People Ops strategies that directly support customer satisfaction goals.
- Streamline onboarding and offboarding workflows to ensure a seamless customer journey from day one.
- Monitor employee sentiment and engagement levels, correlating them with customer satisfaction scores (CSAT) and Net Promoter Score (NPS).
- Develop and maintain HR reports and dashboards to visualize performance data and track progress against key objectives.
- Optimize internal communication channels to ensure the CX team is aligned, informed, and empowered to solve customer issues.
- Assist in the continuous improvement of the employee lifecycle to reduce churn and improve retention within the CX department.
Kualifikasi
- Bachelor's degree in Human Resources, Business Administration, Psychology, or a related field.
- Minimum of 2-3 years of experience in People Operations, HR Analytics, or a Customer Experience role.
- Strong proficiency in data analysis tools (e.g., Microsoft Excel, SQL, Tableau) and HRIS platforms.
- Excellent written and verbal communication skills in both English and Indonesian.
- Proven ability to analyze complex data sets and translate them into actionable business insights.
- Experience working in a fast-paced, results-oriented environment.
- Strong problem-solving skills with a keen attention to detail.