Customer Experience Analyst (Projects) - Operations, MY Marketplace

Responsibilities

• Identify and frame customer experience opportunities:

Analyze customer feedback, app interactions, operational data and end-to-end journeys to uncover friction points, recurring issues and unmet needs. Investigate root causes and assess their impact on customers and the business.

• Drive cross-functional improvement projects:

Turn insights into clear problem statements, recommendations and project plans. Align stakeholders, owners, milestones and dependencies; manage risks and follow through to implementation.

• Improve product and process experiences:

Review customer journeys, app flows, feature changes and UI updates to identify usability issues and CX risks. Work with Product and operational teams to develop and prioritize practical improvements.

• Bring in market and customer perspectives:

Conduct buyer research, competitor benchmarking and market scans to understand changing customer expectations and identify relevant opportunities for Shopee.

• Measure impact and communicate insights:

Define success measures with project stakeholders, track progress and post-launch performance, and assess outcomes for customers and the business. Develop clear dashboards, reports and presentations to support decisions.

• Explore AI-led opportunities:

Identify and assess ways AI could improve customer-facing features, reveal new customer insights or make CX workflows more efficient. Partner with Shopee’s in-house AI teams to test, develop, and scale, promising ideas.

Requirements

• 0 to 3 years of working experience
• Degree in Economics / Engineering / Computer Science
• Experience in customer experience, product management, business analytics, business operations, e-commerce, consulting, market research, UI/UX research or a related field
• A systems thinker with strong project management, analytical, and problem-solving skills
• Comfortable working with broad or ambiguous problems and turning them into structured analyses
• Ability to work in a fast-paced environment with cross-functional stakeholders and balancing customer, operational and business considerations.
• Strong written and oral communication skills in English (verbal and written); Understanding of Chinese and Malay is a plus
• Proficiency in Google and Microsoft suite (e.g., Excel, Powerpoint, Google Slides, Google Sheets) and AI tools (e.g., Chat GPT, Claude)