Strategy Project for Customer Experience Team (SPX Express)

Job Description

Customer experience improvement:

• Identifying user experience capabilities gap to support Shopee Express growth, main PIC for retail after-sales support
• Identify key capabilities needed grow retail channel growth
• Project manage user experience projects
• Improve user experience in all channels by identifying root-cause and solutions and coming up with relevant solutions
• Bridge gap with Customer Experience and Operation process
• Work with key stakeholders to improve long-tail experience such as FIFO processes and stuck/lost parcels
• Identify root cause for negative experience across operation teams
• Optimize internal processes to ensure faster parcel delivery

Requirements

• Minimum Bachelor's degree in Business or related fields
• Proficient in English (written and verbal), Prior experience in international exchange, studying or working abroad.
• Strong analytical and problem-solving skills with a keen eye for detail.
• Proficiency in Google Workspace (e.g. Google Docs, Google Sheets, and Google Slides) with aptitude to learn new software and systems
• Logical thinking and strong problem solving skills
• Effective project management, stakeholder management and communication
• Can do attitude, able to work in a fast paced environment environment