Program Manager, Customer Experience & Analytics
Foodpanda
Mar 2021 - Jun 2021 (4 months)
• Led user journey analytics and A/B testing in Python to optimize customer support content across core app flows, analyzing customer surveys to increase CSAT by 20% and lower ticket deflection rate by 25% • Conducted customer segmentation analysis using Python to profile customers by RFM patterns, customer lifetime value and case severity, with targeted retention promotions, reducing churn rate by 15% MoM • Redesigned fraud and abuse detection system using classification and statistical analysis, identifying suspicious orders and decreasing marketing and operational expense by 20% QoQ