Vp, Customer Experience-customer Care

2 weeks ago

Malaysia Lazada Full time

Location:
**Malaysia**
- Department: Customer Service- Location: Malaysia- Team and Role Introduction:

- The Customer Experience (CX) team is responsible for improving end to end journey experience for our customers (buyers and sellers) on Lazada. Customer Experience is a critical function and fundamental to the sustainable growth of our platform.You will lead a team to drive strategic, cross-functional projects across SEA to improve customer experience across various facets of the customer journey. This position will engage in holistic business problem solving, clearly defining multi-faceted projects and outcomes, and regular communication with senior management.Strategic thinking, comfort with data analysis, cross-functional influence, project management, and executive presentation skills are essential.**Responsibilities**:
- Lead a regional team to analyze customer experience issues and opportunities and drive customer experience initiatives across the company
- Own key customer journey milestones to drive an exceptional customer experience from discovering issues through customer research to prioritizing efforts through business modelling
- 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 complex initiatives are executed on-time, within scope, with successful implementation by all relevant stakeholders
- Be a thought partner to Group Head of Customer Experience on developing CX capabilities and sophistication

**Job Requirements**
- Requirements/Qualifications(must have):
- 8+ years of experience in management consulting and/or strategy role in consumer technology with proven track record of delivering impactful projects
- 2+ years of team management experience, guiding and mentoring a high performing analytical team
- Superb business acumen, structured problem-solving, and data analysis skills
- Strong stakeholder management and the ability to collaborate and communicate effectively (both written and verbal) with senior counterparts
- Ability to influence and negotiate to drive cross-functional projects forward practically
- Self-motivated and able to thrive in ambiguity and in a matrix environment
- Knowledge of customer experience management approaches and methodologies a plus

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