Customer Experience Strategist

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time

Company Overview

Shopee is a leading e-commerce platform in Southeast Asia and Latin America. We are dedicated to providing a seamless shopping experience for our customers.

Job Description

We are seeking a highly skilled Customer Experience Strategist to join our team. As a Customer Experience Strategist, you will be responsible for analyzing customer feedback and user interaction data to identify areas for improvement.

You will conduct market research on competitors to benchmark their customer and user experience against Shopee's, identifying gaps and opportunities. You will work closely with the product team to suggest improvements or new features based on customer insights.

The ideal candidate will have experience in a Management Consulting, Customer Experience, Market Research, or Project Management role from relevant industries (preferably e-commerce or technology). A degree in Economics or Engineering is required.

Key Responsibilities:

  • Analyze customer feedback and user interaction data to understand how customers interact with Shopee's app.
  • Conduct market research on competitors to benchmark their customer and user experience against Shopee's.
  • Work closely with the product team to suggest improvements or new features based on customer insights.
  • Stay updated on the latest trends in e-commerce, UX/UI design, customer behavior, and technology.
  • Drive, track, and monitor key Customer Experience-related projects arising from insights.

Requirements:

  • Experience in a Management Consulting, Customer Experience, Market Research, or Project Management role from relevant industries (preferably e-commerce or technology).
  • Degree in Economics or Engineering.
  • Critical thinking and problem-solving skills.
  • Systems thinker with the ability to understand the holistic picture and complex considerations.
  • Able to work with tight deadlines in a fast-paced environment.
  • Able to influence key stakeholders based on findings.
  • Strong communication skills in English (verbal and written).
  • Expert in Google and Microsoft-related products.

Benefits:

  • Competitive salary.
  • Opportunities for career growth and development.
  • A dynamic and supportive work environment.


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