Senior Associate, Customer Experience PMO (SG & MY markets)

Lazada; Kuala Lumpur; Vor Ort; MYR 120.000 - 180.000; Vollzeit

Zusammenfassung

Lazada in Malaysia is seeking an experienced Head of Customer Experience to lead the development of CX strategies aligned with Lazada's goals. You will translate feedback and market insights into initiatives that raise satisfaction across the platform.

You will define and track KPIs, collaborate with product, operations and policy teams, and ensure timely delivery. The role requires 4–5 years in CX strategy, business consulting or project management, plus strong analytics and stakeholder

Qualifikationen

• 4–5 years of hands-on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.
• Demonstrated proficiency in data-driven problem solving and decision making.

Aufgaben

• 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, and with successful implementation.
• Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.

Kenntnisse

Business acumen

Data analytics

KPI development

Strategic thinking

Project management

Customer-centric mindset

Tools

Excel

Jobbeschreibung

• 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, and with successful implementation.


• Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.

Job Requirements:

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.