Senior CX Insights & AI-Driven Improvements

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

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.