Customer Experience Improvement (CS)

Shopee (thailand) Company Limited (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support. Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies. Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines. Sea is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.

About this position

The Customer Experience Improvement (CS) position focuses on enhancing user experience in the digital lending process through research, design, and collaboration.

Responsibilities

• Conduct research and usability testing to understand customer needs and pain points in the digital lending process.
• Analyze user feedback and service metrics to inform design decisions and implement enhancements that improve user experience throughout the customer journey.
• Create wireframes, interactive prototypes, and high-fidelity mockups to communicate design concepts.
• Develop a consistent visual language that aligns with our brand while ensuring usability.
• Work closely with cross-functional teams, including customer service, product management, and development, to implement user-centered design solutions.
• Facilitate testing sessions to validate design concepts and iterate based on user feedback.
• Ensure designs meet accessibility standards for an inclusive user experience.
• Analyze user feedback and service metrics to inform design decisions.
• Keep abreast of industry trends and best practices in UX/UI design and digital lending.

Requirements

• Proven experience as a UX/UI Designer, with a strong emphasis on user research and analysis, preferably in the financial or digital lending sector.
• Strong portfolio showcasing design projects, particularly those that highlight research-driven improvements in web and mobile applications.
• Proficiency in design tools such as Figma or similar.
• Excellent communication skills and the ability to collaborate effectively with stakeholders.
• Strong analytical skills and attention to detail, with a focus on research analysis to drive improvements.
• Demonstrated ability to identify user needs and pain points through research methods such as interviews, surveys, and usability testing.
• Ability to proactively identify areas for improvement and take initiative in proposing and implementing solutions.