Senior Customer Experience Specialist _資深客戶體驗專員

MA計畫

Job Description

【Role Overview】
At foodpanda, we are a team of doers who are fanatical about providing the best possible food delivery experiences to our customers. We live our lives on the leading edge of innovation & we face challenges head-on. Sounds good to you? Come join our foodpanda team and be a part of molding the food landscape of tomorrow, today!
We are seeking a highly analytical, results-oriented, and perpetually curious Senior Customer Experience Specialist who truly eats and breathes process improvement and experimentation. You are the type of person who can instantly zero in on the key actionable data hidden within large datasets and then swiftly take the necessary steps to implement impactful solutions – truly believing that "impossible" is not in your vocabulary.
In this pivotal role, you will champion customer-centricity throughout foodpanda's global operations. You will apply your advanced skills in data analytics, problem-solving, and continuous improvement to identify, develop, and disseminate innovative solutions that consistently put the customer first. Your primary objective will be to ensure that the customer remains at the forefront of all business decisions, working collaboratively with our business operations and international teams to achieve this goal and elevate the customer journey across all touchpoints.

【Key Responsibilities】
◆ Design, execute, and analyze quantitative and qualitative research studies to validate hypotheses and measure impact
◆ Dive into Voice of Customer (VOC) data to identify pain points, root‑cause issues, and recommend corrective actions
◆ Review and improve the end‑to‑end customer journey and order processes, proposing enhancements that deliver tangible business outcomes
◆ Perform order process studies, product requests, and assess their business impact
◆ Conduct order performance analyses, share findings, and collaborate on product feature recommendations
◆ Collaborate with local and regional teams to refine platform communications and engagement strategies
◆ Prepare clear, compelling reports and presentations to share findings and influence stakeholders
◆ Lead cross‑functional initiatives from ideation through implementation, tracking success metrics over time
◆ Perform other duties as assigned

Requirement

【Key Responsibilities】
◆ Minimum 2 years of experience in user research, operations, or another customer‑centric role
◆ Strong stakeholder management and cross‑department collaboration experience
◆ Passionate about enhancing overall customer experience

Remote type

Hybrid Interview
Hybrid Job

Benefits

Welfares by law

勞保、健保、特別休假、勞退、婚假

Other benefits

 

成長思維與共創價值,是我們最重視的事;

在foodpanda,我們創造自由開放、工作與生活平衡的職場環境;期待你的加入,和我們一起打造未來無限的可能!

 

★ foodpanda 期待和你一起創造價值 ★

 

【享受休假】我們重視你、壽星最大,提供優於勞基法之休假規則,讓你能享受生活、快樂工作

(到職即享)

- 充電假3天

- 熊貓假6天

- 生日假

- 彈性假不補班

- 聖誕節不上班

 

(其他福利假別)

-親屬照顧假3天

-福利產假12週

-福利陪產檢假及陪產假

-生育醫學假

 

【舒適環境】我們打造輕鬆自在的工作氛圍,明亮舒適的辦公室讓你能激發靈感、提升工作效率

- 彈性工時:09:00~10:00 彈性上班,避開擁擠的通勤時間

- 開放環境:人性化的辦公環境,多種功能會議室,讓你輕鬆自在享受辦公

- 配備電腦:高規格的專業商務機,並擁有專業IT支援,解決你工作中惱人的技術問題

- 共享空間:豐富的零食區、飲料咖啡吧,有趣的運動區、休閒娛樂區,讓你隨時能量滿滿

 

【職涯發展】你可以擁有屬於自己的舞台、活潑的團隊文化,有和你一起打拼的主管、和睦相處同事,以及提供多元教育訓練和線上學習平台,讓你保持學習、維持市場競爭力

- 理性開放溝通

- 教育訓練課程

- 線上學習平台

- 透明升遷管道

 

【身心健康】我們照顧你的身心健康,兼顧熱情工作、快樂生活是不可缺少的!

- 按摩服務

- 心理諮商

- 健檢補助

- 團體保險

 

【暖心福利】 認真工作也要盡情玩,免費零食飲料是基本,我們還會舉辦許多好玩的活動,為你創造趣豐富的生活。

- 餐費補助

- 部門聚餐

- 免費零食飲料和咖啡

- 多元活動:萬聖節派對、Town hall meetings、Teambuilding 活動等…

 

**foodpanda保有上述修改之權利**

Salary Range

Negotiable (Above 40K TWD)