Project Analyst / Lead, Customer Experience Strategy & Operations

Role Overview

This position contributes to delivering a strong customer experience across Shopee’s regional markets. The role focuses on improving operational performance, increasing automation through AI, and using data-driven insights to guide decisions. You will work closely with local Customer Service teams and upstream operational partners to resolve issues and improve end-to-end service quality.

AI & Automation

• Lead initiatives that use chatbots and AI-based automation to enhance customer experience and streamline operations.
• Review contact data to spot automation opportunities and turn those findings into better products, processes, or workflows.

Operational Excellence

• Partner with local Customer Service teams on agent performance, workforce planning, and skill development.
• Create and monitor customer experience metrics, then use the results to recommend improvements and support ongoing optimization efforts.

Upstream Demand Management

• Analyze customer contact patterns to uncover the main drivers behind issues related to logistics, returns, and payments.
• Collaborate with upstream teams such as logistics providers, fulfilment, and payment functions to resolve recurring problems and strengthen the customer journey.
• Work directly with stakeholders to push issue resolution and support continuous improvement programs.

Requirements

• A bachelor’s degree in any discipline is required; a master’s degree is a plus but not mandatory.
• At least 1 year of full-time strategy experience gained in a top-tier strategy consulting firm.
• Exposure to AI, chatbots, automation, or software development is considered beneficial.
• Strong analytical ability to interpret data, identify pain points, and estimate the size of opportunities.
• Experience collaborating with cross-functional teams and external partners in a fast-moving, team-oriented environment.
• Excellent communication and stakeholder management skills, with the confidence to influence across functions and markets.