Digital/Mobile Customer Experience Analyst - KPO

Digital Customer Experience Analyst (Location -USA) No sponsorship only local candidates apply pls

Mobile/Digital Analyst

Job Description :

- Design tests and measure impact to determine optimal loyalty program structure (e.g., customer opt-in vs. invite only, VIP tier criteria, types of reward and event options, points vs. - surprise & delight- to earn rewards, various methods to earn rewards based on spend/referrals/- good deeds- )

- Design tests and measure impact to personalize communications/offers to customers based on their purchase behavior, online behavior (e.g., e-mail opens/forwards, social media engagement), offer redemption, event participation, and stated preferences

- Inform design of loyalty customer reporting and Restaurant-level loyalty recommendations for Operators (i.e., Spotlight)

- Create scorecard for Loyalty team to track customer loyalty adoption and performance metrics

- Design tests and measure impact to personalize digital menus (e.g., item placement, meal bundling, suggestive selling) and app content (e.g., relevant stories/features) to customers based on app usage, search behavior, and purchase behavior

- Discover where in the process customers abandon mobile ordering or stop using app to identify opportunity areas

- Monitor and scrape app ratings/comments to determine which app features/improvements would be most helpful for customers

- Create an automated way to identify mobile pay/ordering fraud and work with IT to address

- Create scorecard for Digital Ordering/Mobile App team to track customer adoption and key performance metrics

Analytical Skills :

- Regression modelling and optimization

- Test design and impact measurement

- Customer segmentation

- SQL as must

- SAS or similar statistical software

- Data modelling and optimization

- Digital and Text analytics