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Customer Experience Specialist

7 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time
Job Overview

At Shopee, we are looking for a highly skilled Customer Experience Executive to join our team. This role is responsible for analyzing customer feedback and user interaction data to understand how customers interact with our app and identifying areas for improvements.

The ideal candidate will have experience in management consulting, customer experience, market research, or project management from relevant industries, preferably e-commerce or technology. A degree in economics or engineering is also required.

We are seeking a systems thinker with strong critical thinking and problem-solving skills who can work effectively with tight deadlines in a fast-paced environment. The ability to influence key stakeholders based on findings is essential.

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

Key Responsibilities:

  • Analyze customer feedback and user interaction data to understand customer behavior and preferences.
  • Conduct market research on competitors to identify gaps and opportunities for improvement.
  • 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.

Requirements:

  • Experience in management consulting, customer experience, market research, or project management from relevant industries.
  • 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: Google Slides, Google Sheets, Excel, PowerPoint.