Project Analyst / Lead, Customer Experience Strategy & Operations

About the Role

You will help deliver best-in-class customer experience across Shopee's regional markets by driving AI-powered automation, operational efficiency, and data-led decision-making in close partnership with local Customer Service (CS) teams and upstream operational partners.

Responsibilities

AI & Automation

• Drive chatbot and AI automation initiatives to improve customer experience and operational efficiency

• Identify automation opportunities through contact data analysis and translate insights into product, process, or workflow improvements

Operational Excellence

• Support local Customer Service (CS) teams on agent performance management, workforce planning, and capability building

• Develop and track customer experience metrics, and generate actionable insights to support continuous improvement initiatives

Upstream Demand Management

• Identify and diagnose root causes of customer contacts across logistics, returns, and payments

• Work closely with upstream operational partners, including logistics providers, fulfilment, and payment teams, to address recurring issues and improve the customer experience

• Engage directly with stakeholders to drive issue resolution and continuous improvement initiatives

Requirement

• Bachelor’s Degree in any field; A master’s degree is advantageous but not required 

• Minimum 1 years of full-time strategy working experience in a top-tier strategy consulting firm 

• Familiarity with AI, chatbots, automation, or software development would be advantageous

• Strong analytical skills, with the ability to use data to identify issues, generate insights, and size opportunities

• Experience working cross-functionally with internal and external stakeholders in a dynamic and collaborative environment

• Excellent communication and stakeholder management skills, with the ability to influence across functions and markets