Customer Experience Executive (Projects) - Operations, MY Marketplace

Responsibilities

• Customer and UX Insight: Analyze customer feedback and user interaction data to understand how customers interact with Shopee’s app and identify areas for improvements.
• Competitor Research: Conduct market research on competitors to benchmark their customer and user experience against Shopee’s, identifying gaps and opportunities.
• Buyer User Research: Work closely with the product team to suggest improvements or new features based on customer insights.
• E-commerce Market Scan and Monitoring: Stay updated on the latest trends in e-commerce, UX/UI design, customer behavior, and technology to anticipate shifts in customer expectations and market dynamics.
• Projects and Process Improvement: Drive, track, and monitor key Customer Experience-related projects arising from insights.

Requirements

• Have experience either in a Management Consulting, Customer Experience, Market Research, or Project Management role from relevant industries (preferably e-commerce or technology).
• Degree in Economics / 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.