Senior Customer Experience Analyst (Projects) - Operations, MY Market

Shopee; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Shopee Malaysia in Kuala Lumpur seeks a CX/PM professional to identify customer experience opportunities, analyze feedback and journeys, and translate insights into practical improvements.

You will drive cross-functional projects, define success metrics, monitor impact, and collaborate with Product, Operations and AI teams to scale CX initiatives in a fast-paced e-commerce environment.

Qualifications

• 3 to 10 years of working experience.
• Degree in Economics / Engineering / Computer Science
• Experience in customer experience, product management, business analytics, business operations, e-commerce, consulting, market research, UI/UX research or a related field
• A systems thinker with strong project management, analytical, and problem-solving skills
• Comfortable working with broad or ambiguous problems and turning them into structured analyses
• Ability to work in a fast-paced environment with cross-functional stakeholders and balancing customer, operational and business considerations.
• Strong written and oral communication skills in English (verbal and written); Understanding of Chinese and Malay is a plus
• Proficiency in Google and Microsoft suite (e.g., Excel, Powerpoint, Google Slides, Google Sheets) and AI tools (e.g., Chat GPT, Claude)

Responsibilities

• Identify and frame customer experience opportunities: Analyze feedback and journeys to uncover friction points and unmet needs.
• Drive cross-functional improvement projects: Build problem statements, recommendations and project plans, align stakeholders and milestones.
• Improve product and process experiences: Review journeys, app flows, UI changes to identify usability issues and CX risks.
• Bring in market and customer perspectives: Conduct buyer research, competitor benchmarking and market scans for Shopee.
• Measure impact and communicate insights: Define success metrics, track progress, and develop dashboards and reports.
• Explore AI-led opportunities: Identify ways AI could improve CX features and scale ideas with in-house AI teams.

Skills

Systems thinking

Project management

Analytical skills

Problem solving

English communication

AI tools proficiency

Education

Economics / Engineering / Computer Science degree

Tools

Google Workspace

Microsoft Office

AI tools (ChatGPT, Claude)

Job description

• Identify and frame customer experience opportunities: Analyze customer feedback, app interactions, operational data and end-to-end journeys to uncover friction points, recurring issues and unmet needs. Investigate root causes and assess their impact on customers and the business.
• Drive cross-functional improvement projects: Turn insights into clear problem statements, recommendations and project plans. Align stakeholders, owners, milestones and dependencies; manage risks and follow through to implementation.
• Improve product and process experiences: Review customer journeys, app flows, feature changes and UI updates to identify usability issues and CX risks. Work with Product and operational teams to develop and prioritize practical improvements.
• Bring in market and customer perspectives: Conduct buyer research, competitor benchmarking and market scans to understand changing customer expectations and identify relevant opportunities for Shopee.
• Measure impact and communicate insights: Define success measures with project stakeholders, track progress and post-launch performance, and assess outcomes for customers and the business. Develop clear dashboards, reports and presentations to support decisions.
• Explore AI-led opportunities: Identify and assess ways AI could improve customer-facing features, reveal new customer insights or make CX workflows more efficient. Partner with Shopee’s in-house AI teams to test, develop, and scale, promising ideas.

Job Description

• Identify and frame customer experience opportunities: Analyze customer feedback, app interactions, operational data and end-to-end journeys to uncover friction points, recurring issues and unmet needs. Investigate root causes and assess their impact on customers and the business.
• Drive cross-functional improvement projects: Turn insights into clear problem statements, recommendations and project plans. Align stakeholders, owners, milestones and dependencies; manage risks and follow through to implementation.
• Improve product and process experiences: Review customer journeys, app flows, feature changes and UI updates to identify usability issues and CX risks. Work with Product and operational teams to develop and prioritize practical improvements.
• Bring in market and customer perspectives: Conduct buyer research, competitor benchmarking and market scans to understand changing customer expectations and identify relevant opportunities for Shopee.
• Measure impact and communicate insights: Define success measures with project stakeholders, track progress and post-launch performance, and assess outcomes for customers and the business. Develop clear dashboards, reports and presentations to support decisions.
• Explore AI-led opportunities: Identify and assess ways AI could improve customer-facing features, reveal new customer insights or make CX workflows more efficient. Partner with Shopee’s in-house AI teams to test, develop, and scale, promising ideas.

Requirements

• 3 to 10 years of working experience.
• Degree in Economics / Engineering / Computer Science
• Experience in customer experience, product management, business analytics, business operations, e-commerce, consulting, market research, UI/UX research or a related field
• A systems thinker with strong project management, analytical, and problem-solving skills
• Comfortable working with broad or ambiguous problems and turning them into structured analyses
• Ability to work in a fast-paced environment with cross-functional stakeholders and balancing customer, operational and business considerations.
• Strong written and oral communication skills in English (verbal and written); Understanding of Chinese and Malay is a plus
• Proficiency in Google and Microsoft suite (e.g., Excel, Powerpoint, Google Slides, Google Sheets) and AI tools (e.g., Chat GPT, Claude)