Job Description:

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.

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

Requirements:

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

Project Analyst / Lead, Customer Experience Strategy & Operations