Senior CX Strategy & PMO Lead

Lazada; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

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

Qualifications

• 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.

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

Skills

Business acumen

Data analytics

KPI development

Strategic thinking

Project management

Customer-centric mindset

Tools

Excel

Job description

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