Senior Associate-Customer Experience

Lazada Malaysia; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading e-commerce platform in Malaysia seeks a professional to lead customer experience strategy. The role requires 4-5 years of experience, strong analytical skills, and proficiency in Excel to drive improvements in customer satisfaction. Excellent communication and stakeholder management skills are essential for collaborating with cross-functional teams. The ideal candidate will champion a customer-centric culture and effectively manage multiple projects simultaneously.

Qualifications

• 4-5 years of hands-on experience in customer experience strategy or project management roles.
• Proficiency in business and data analytics tools to analyze complex datasets.
• Demonstrated ability to drive business improvements through KPIs and metrics.

Responsibilities

• Lead the development of customer experience strategies aligned with company goals.
• Conduct analysis of customer feedback to identify opportunities for improvement.
• Collaborate with stakeholders on multifaceted solutions and ensure timely execution.

Skills

Business acumen

Data analysis

Strategic problem-solving

Project management

Effective communication

Stakeholder management

Tools

Excel

Job description

Responsibilities

• Lead the development of customer experience strategies aligned with the company's goals and objectives.
• Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.
• Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.
• Collaborate with cross‑functional stakeholders to ideate multi‑faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies.
• Ensure initiatives are executed on time, within scope, with successful implementation.
• Champion a customer‑centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.

Experience

• 4‑5 years of hands‑on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.

Skills

• Demonstrated proficiency in business acumen, evidenced by a track record of strategic problem‑solving and data‑driven decision‑making.
• Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.
• Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.
• Strategic mindset with the ability to think creatively and develop innovative solutions to complex problems.
• Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.
• Demonstrated enthusiasm and commitment to enhancing customer experience through innovative strategies and solutions.

Communication and Collaboration

• Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross‑functional teams.
• Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.
• Proven ability to collaborate effectively with colleagues at all levels of the organization, fostering a culture of teamwork and shared success.