Senior Associate, Customer Experience & Strategy

Lazada Express Malaysia; Subang Jaya; On-site; MYR 60,000 - 100,000; Full time

Job summary

Lazada Express Malaysia is seeking a Customer Experience Lead to steer the development of customer experience strategies aligned with the company’s goals. You will lead cross-functional collaboration and define KPIs to measure impact, ensuring CX initiatives drive meaningful improvements across the business.

You will analyze customer feedback, trends, and market insights to uncover opportunities for enhancement, collaborating with product, marketing, operations and support teams to deliver

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 and process enhancements.

Job description

Lazada Express Malaysia is seeking a Customer Experience Lead to steer the development of customer experience strategies aligned with the company’s goals. You will lead cross-functional collaboration and define KPIs to measure impact, ensuring CX initiatives drive meaningful improvements across the business.

You will analyze customer feedback, trends, and market insights to uncover opportunities for enhancement, collaborating with product, marketing, operations and support teams to deliver