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Strategy Project for Customer Experience Team (SPX Express)

Shopee (thailand) Company Limited
Shopee (thailand) Company Limited (Bangkok, Bangkok City, Thailand)
Bangkok, Thailand 🇹🇭
Shopee (thailand) Company Limited
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 Strategy Project for Customer Experience Team (SPX Express) focuses on improving customer experience by identifying gaps in user experience capabilities and managing projects to enhance service delivery.

Responsibilities

• 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