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Customer Experience Executive (Projects) - Operations, MY Marketplace

Salary undisclosed

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Department Operations
LevelExperienced (Individual Contributor)
LocationMalaysia - Kuala Lumpur

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:
  • Customer and UX Insight: Analyze customer feedback and user interaction data to understand how customers interact with Shopee’s app and identify areas for improvements.
  • Competitor Research: Conduct market research on competitors to benchmark their customer and user experience against Shopee’s, identifying gaps and opportunities.
  • Buyer user research : Work closely with product team to suggest improvements or new features based on customer insights.
  • E-commerce market scan and monitoring: Stay updated on the latest trends in e-commerce, UX/UI design, customer behavior, and technology to anticipate shifts in customer expectations and market dynamics.
  • Projects and process improvement: Drive, track and monitor key Customer Experience-related projects arising from insights.
Requirements:
  • Have experience either in a Management Consulting, Customer Experience, Market Research or Project Management role from relevant industries (preferably e-commerce or technology)
  • Degree in Economics / Engineering
  • Critical thinking and problem-solving skills
  • Systems thinker with ability to understand the holistic picture and complex considerations
  • Able to work with tight deadlines in a fast paced environment
  • Able to influence key stakeholders based on findings
  • Strong communication skills in English (verbal and written)
  • Expert in Google and Microsoft-related products
    • Google slides, Google sheets
    • Excel, PowerPoint
About Shopee
Size More than 5000
Industry Broadline Retail
Location Singapore
Founded 5 February 2015
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