Customer Experience (Projects) - Operations, MY Marketplace

Shopee; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading e-commerce platform in Kuala Lumpur seeks a Customer Experience professional to analyze user feedback and improve app interaction. This role involves competitor research, collaborating with product teams, and driving customer experience projects. Ideal candidates have experience in consulting, a relevant degree, and strong communication skills. This position is critical in enhancing customer satisfaction and maintaining a competitive edge in the market.

Qualifications

• Experience in Management Consulting, Customer Experience, Market Research, or Project Management.
• Degree in Economics or Engineering.
• Critical thinking and problem-solving skills.
• Ability to understand complex systems.
• Strong communication skills in English.
• Expertise in Google and Microsoft products.

Responsibilities

• Analyze customer feedback and user interaction data.
• Conduct market research on competitors.
• Work closely with the product team.
• Stay updated on e-commerce trends.
• Drive and monitor key Customer Experience projects.

Job description

Customer Experience (Projects) - Operations, MY Marketplace

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

Tahap senioriti

• Lain-lain

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