Merchant Experience Data Analyst - Commerce Enablement

About the Role
The Merchant Lifecycle team sits at the heart of the Commerce Enablement group, where we believe in delivering a WOW experience for merchants in order to achieve the mission of empowering businesses to grow.
Merchant Experience (MX) is a crucial part of Merchant Lifecycle in realizing our promise to support merchants in growing their business through listening to their voice and solving their challenges in using our POS & GoStore products, be it through issue resolution, education, or consultancy. As the MX Data Analyst, you will be working with a passionate team of leads and agents to deliver excellent service and drive actionable insights for service improvement and product development.

What You Will Do

• Collect, analyze, and interpret merchant feedback data into actionable insights
• Regularly create an re-map team performance weekly/monthly reports, taking action to address the issues, and follow up to ensure resolution (gatekeeper for data quality)
• Responsible for sorting data from various systemic applications and designing custom final report formats
• Assist with the creation and analysis of various reports for merchant surveys
• Assist the Merchant Experience team on several projects involving Moka, GoBiz, and the newly launched GoStore
• Liaise with business stakeholders to understand the requirements for analysis and improvement

What You Will Need

• At least 1 year of working experience on the same field (fresh graduates are also welcomed)
• Expertise in SQL with experience using data visualization and dashboarding tools (e.g Metabase, Google Data Studio, Zendesk, Clevertap)
• Fast learner in terms of business understanding
• Experience in delivering products as end-to-end data solutions (from data pipelining to analysis, presenting, and scalable adaption)
• A goal-oriented, critical thinking mindset with the ability to work equally well within a team and independently with minimal supervision

About the Team
The Commerce Enablement team is a family of 120+ engineers based in Jakarta, Singapore, and India. We consistently strive to implement solutions that allow our merchant-partners in Indonesia (and the greater Southeast Asian region) to sell their products both online and offline. We also work to improve the merchant-partner experience by product innovation and integration with the rest of the Gojek ecosystem.
Internally, we promote a culture of engineering excellence, learning, and guided career growth. We advocate sustainable engineering practices, innovation, and working smart more so than working hard. We aim to be a world-class organization, implementing world-class solutions, with world-class engineers leading the way.
Our portfolio of products includes merchant-facing solutions that enable our subscribed merchant-partners to sell their goods and services both online and offline. Southeast Asia is a highly dynamic market, where products have to react promptly to market trends and shifts, and where product managers and business leads need the flexibility to experiment and iterate fast. With that in mind, from an engineering perspective, our challenges are to evolve a general platform for e-commerce that is sufficiently versatile to support rapid product iterations across multiple products, as well as scaling up to an ever-growing user base. To tackle these challenges, we have adopted event-driven architectural patterns in our engineering designs, as well as agile practices across all our day-to-day processes.
This COVID era has been hard on all of us. Off-hours, we are doing our best to stay in touch and continue to bond through fun online activities. Once COVID is over, we are looking forward to resuming our regular team-wide social activities such as dinner-and-drinks evenings and team off-sites.

About Us
Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.
As of 2021, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.
Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.
Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.