Senior Customer Experience Analyst (Projects) - Operations, MY Market

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.

3 to 10 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)