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Customer Insights

1 month ago

กรงเทพมหานคร, Thailand Shopee Full time

Department Operations- LevelExperienced (Team Lead)- LocationThailand - BangkokThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Identifying customer friction/ pain points:

- Customer Journey Mapping: Visualize the customer journey to identify critical touchpoints and pain points.
- Root Cause Analysis: Investigate the underlying causes of customer issues.
- Cross functional collaboration and communication:

- Cross-Functional Partnerships: Work with marketing, product development, customer support, and other departments to align on customer needs.
- Stakeholder Communication: Present findings and recommendations to stakeholders.
- Developing improvement strategies:

- Action Plans: Create actionable recommendations based on feedback to enhance customer experiences.
- Performance Metrics: Establish metrics to measure the impact of improvements on customer satisfaction.
- Monitoring and Reporting:

- Regular Reporting: Provide regular updates to leadership and relevant teams on customer feedback trends.
- Continuous Improvement: Monitor the effectiveness of implemented changes and iterate based on ongoing feedback.
- Evaluating competitive landscape:

- Benchmarking: Analyze competitors’ customer feedback strategies and performance to identify opportunities for improvement..

**Requirements**:

- 2-5 years of hands-on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.
- Demonstrated proficiency in business acumen, evidenced by a track record of strategic problem-solving and data-driven decision-making.
- Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.
- Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.
- Strategic mindset with the ability to think creatively and develop innovative solutions to complex problems.
- Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.
- Demonstrated enthusiasm and commitment to enhancing customer experience through innovative strategies and solutions. Communication and Collaboration:

- Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross-functional teams.
- Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.
- Proven ability to collaborate effectively with colleagues at all levels of the organization, fostering a culture of teamwork and shared success.