Senior Associate, Customer Experience-Malaysia and Singapore

Luca; San Francisco (CA); On-site; USD 110,000 - 170,000; Full time

Job summary

Menlo Ventures is seeking a Senior Customer Experience Strategy leader in San Francisco to guide the development of CX plans aligned with strategic goals. You will analyze customer feedback and market insights to surface opportunities and shape initiatives across product, operations, and platform policies.

You will define KPIs, monitor progress, and collaborate with stakeholders to ensure timely delivery while fostering a customer-centric culture throughout the organization.

Qualifications

• Experience in customer experience strategy, business consulting, strategy development or project management roles.
• Proven proficiency in strategic problem-solving and data-driven decision-making.
• Proficiency in Excel for analyzing complex datasets and deriving insights.
• Experience generating and evaluating KPIs, metrics, and customer feedback to drive improvements.
• Strategic mindset with ability to develop innovative solutions to complex problems.
• Strong project management skills with ability to prioritize tasks, meet deadlines and coordinate multiple projects.
• Demonstrated enthusiasm for enhancing customer experience through innovative strategies.

Responsibilities

• Lead the development of customer experience strategies aligned with company goals.
• Analyze customer feedback, trends, and market insights to identify improvement opportunities.
• Define and track KPIs to measure effectiveness of CX initiatives.
• Collaborate with cross-functional stakeholders to ideate multi-faceted solutions across product, operations, and policies.
• Ensure initiatives are executed on time and within scope.
• Champion a customer-centric culture across the organization.

Skills

Business acumen

Strategic thinking

Project management

Communication

Collaboration

Problem solving

Data-driven decision making

Tools

Excel

Job description

Job Description

• 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.