Deskripsi pekerjaan CS & Feedback Analyst (Fintech Industry only) PT Sigma Global Teknologi
Notes
Status: PKWT 12 months under Sigmatech (extendable)
Placement: Fintech Industry (WFO, Jakarta Utara)
Salary: 10 mio gross + 500.000 transport allowance
Benefit: Laptop provided, BPJS Kesehatan & Ketenagakerjaan, Kompensasi UUCK 100%, THR Prorate
Job Description:
- Feedback Lifecycle Management: Collect, classify, and analyze customer feedback from various digital touchpoints (App Store, Play Store, Social Media, and CS tickets).
- Strategic Insights: Translate raw customer feedback and pain points into actionable insights for the Product, Engineering, and Business teams.
- Cross-Functional Bridge: Serve as the primary liaison between Customer Service and the Product Team to ensure the most critical bugs or feature requests are prioritized in the Product Backlog.
- Metric Governance: Define and monitor key performance indicators (KPIs) such as CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), and CES (Customer Effort Score).
- Reporting: Prepare and present weekly/monthly Product Feedback Digests to management, highlighting trends, recurring issues, and the impact of recent product launches.
- SOP & Training: Develop and refine SOPs for product releases and QA checklists from a user-experience perspective, and provide internal training to the CS team for major feature updates.
- Root Cause Analysis (RCA): Conduct deep-dive analysis on sudden spikes in complaints or drop-offs in the user journey, specifically for fintech-related processes (e.g., KYC, disbursements, or payments).
Requirements:
- Education: Bachelor’s Degree (S1) in Communications, Business, Information Systems, or a related field.
- Experience: Minimum 4–5 years of experience in Customer Experience (CX), Voice of Customer (VoC), or Feedback Analysis, specifically within the Fintech industry (e.g., Digital Lending, Remittance, or P2P Lending such as Akulaku, Pegadaian, or similar).
- Fintech Knowledge: Strong understanding of fintech-specific business processes, such as loan disbursement flows, collection procedures, and regulatory compliance (OJK/BI).
- Technical Skills: * Proficient in using Feedback Management tools or CRM software (e.g., Zendesk, Salesforce).
- Strong data visualization skills using Power BI, Tableau, or Google Data Studio.
- Familiarity with Product Management tools like Jira or Confluence is a plus.
- Analytical Thinking: Exceptional ability to identify patterns in qualitative data and turn them into quantitative reports.
