Associate Manager, Business Analytics & Planning (Customer Experience)

About The Role We are seeking a highly motivated and hands-on Associate Manager to join our CX Analytics team and act as a key analytical partner within our Customer Experience (CX) team. This role is for a self-starting individual contributor who works independently to translate complex data into actionable insights. You will go beyond just providing reports, actively partnering with stakeholders to solve business problems from a data-analytical perspective, directly shaping the customer journey and influencing strategy. What You’ll Do - Collaborate with CX stakeholders to analyze performance, derive business insights, and identify opportunities for improvement. - Independently own and execute high-visibility analytical projects from end-to-end. - Partner with stakeholders to define key success metrics and work with engineers on tracking and data transformation. - Design, build, and maintain comprehensive and user-friendly dashboards (Tableau/Google Data Studio) to track performance. - Analyze the end-to-end customer journey and A/B testing results to identify pain points and influence improvements. - Strategize with R&D, Product, and other Analytics teams on data collection and infrastructure to inform business decisions. - Coach stakeholders to become data-fluent in interpreting data and making data-driven decisions. What You’ll Need - Bachelor's Degree in a quantitative field (Statistics, Economics, Quantitative Analysis, Business Administration, etc.). - Minimum 4 years of hands-on experience in business intelligence/analytics, strategy consulting, or operations analysis. - Work experience in e-commerce, startups, OTAs, or tech companies is highly preferred. Exposure to Customer Experience, Customer Support, or Product Analytics is a strong plus. - Proficiency in programming or analytic tools such as SQL (BigQuery), Python - Familiar with data visualization tools such as Tableau or Google Looker Studio. - Robust analytical abilities, capable of offering valuable insights and directing stakeholders on the correct methods for evaluating data, not just producing reports. - Experience with modern data stack workflows, including data transformation (dbt) and version control (Git/GitLab), is a significant plus. - Experience in workforce planning analytics and/or applying advanced data modeling to solve complex business problems. Exposure to Generative AI applications in business intelligence is a significant plus. - Strong ownership & independence: A self-starter attitude, comfortable navigating ambiguous situations, and adept at priority management. - Track record of successfully driving cross-departmental projects. - Ability to thrive in a fast-paced, global environment and work with diverse cultural backgrounds. - Proficient in spoken and written English and Mandarin

• Lead / Manager, Business Analytics (Platform Analytics Team)

  Lalamove · Hong Kong, Hong Kong SAR

• Business Analytics Manager

  Lalamove · Hong Kong, Hong Kong SAR

• Business Analytics Manager, SHISEIDO & IPSA

  Shiseido · Kowloon, Hong Kong SAR

• Associate (12 months contract) – Post Trade Business Implementation and Analytics

  Hong Kong Exchanges and Clearing Limited (HKEX) · Hong Kong, Hong Kong SAR

• Global Corporate Banking - Business Management / Business Analytics - Associate

  JPMorganChase · Hong Kong SAR

• AVP, Business Analytics & Data Governance

  Hong Kong SAR