About The Team
Customer Experience (CX) Lead is responsible for overseeing the planning, execution, and governance of initiatives that enhance both buyer and seller experience within Fulfillment by Shopee (FBS). This role leads cross-functional projects, ensures operational and experience performance standards are met, and drives continuous improvement across the fulfillment ecosystem.
This position requires strong analytical capabilities, structured project management, and effective stakeholder leadership.
Job Description
Customer Experience Strategy & Execution
- Lead the development and execution of the CX roadmap for FBS, covering end-to-end buyer and seller experience touchpoints.
- Identify experience gaps through data analysis, operational insights, and VOC inputs, and translate them into structured improvement initiatives.
- Monitor and improve key CX metrics, including delivery speed, service quality such as cancellation, failed delivery, etc., and customer satisfaction through analysis of root causes and improvement initiatives.
- Overseeing the UI/UX fulfillment portal to ensure clear clarity for sellers throughout the journey.
Project Management
- Manage cross-functional projects from initiation to completion, ensuring clear objectives, timelines, resources, and success metrics.
- Ensure CX initiatives are aligned with business objectives and executed consistently across functions and phases.
- Conduct risk assessment, manage dependencies, and drive timely resolution of issues.
Performance Monitoring & Data Analytics
- Oversee CX dashboards, reporting mechanisms, and performance tracking tools.
- Analyze operational and experience metrics to identify trends, root causes, and improvement opportunities.
- Provide regular updates and presentations to management on progress, gaps, and recommendations.
Requirements
- Bachelor's degree in Business, Operations, Supply Chain, Industrial Engineering, or a related discipline.
- 4–7 years of relevant experience in customer experience, operations, project management, or fulfillment/e commerce environments.
- Demonstrated ability to lead cross-functional projects and deliver measurable outcomes.
- Strong analytical and problem-solving skills with proficiency in data analysis and performance monitoring.
- Excellent communication, stakeholder management, and presentation skills.
- Self-driven, organized, and capable of managing multiple initiatives in a fast-paced environment.
