Customer Experience (Projects) - Operations, MY Marketplace

Shopee; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Shopee Malaysia is seeking a Customer Experience Insight professional to analyze feedback and user data to improve the app. You will benchmark against competitors and collaborate with product teams to suggest new features based on insights.

You will stay informed on e-commerce trends, UX/UI design, and customer behavior, driving CX-related projects and ensuring timely delivery in a fast-paced environment.

Qualifications

• 2–8 years of working experience.
• Experience in Management Consulting, Customer Experience, Market Research or Project Management.
• Degree in Economics / Engineering / Computer Science.
• Strong critical thinking and problem-solving skills.
• Systems thinker who can see the holistic picture.
• Able to work with tight deadlines in a fast-paced environment.
• Ability to influence key stakeholders based on findings.
• Strong English written and verbal communication.
• Proficiency with Google and Microsoft products (Slides, Sheets, Excel, PowerPoint).

Responsibilities

• Analyze customer feedback and user interaction data to improve Shopee's app.
• Conduct market research to benchmark CX against competitors.
• Collaborate with product teams to propose features based on insights.
• Monitor CX-related projects and drive improvements.
• Stay updated on e-commerce trends and UX/UI developments.

Skills

Critical thinking

Problem solving

Systems thinker

Stakeholder influence

English communication

Education

Degree in Economics / Engineering / Computer Science

Tools

Google Slides

Google Sheets

Excel

PowerPoint

Job description

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.

• 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

• To have at least 2-8 years of working experience
• 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 / Computer Science
• 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