Project Analyst / Lead, Customer Experience Strategy & Operations
Singapore · Jornada completa
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- Experiencia
- Más de 1 año
- Salario
- —
- Vacantes
- 1
- Al corriente
- Hace 2 semanas
- Modo de trabajo
- En la oficina
- Educación
- Licenciatura
- Elegibilidad
- Candidates with a bachelor’s degree in any discipline and at least 1 year of full-time strategy experience in a top-tier strategy consulting firm are eligible. A master’s degree is welcome but not mandatory.
- Reanudar
- Se requiere solicitud
Dónde trabajarás
Descripción del trabajo
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.