Customer Experience, Purchasing Experience Lead

Customer Experience, Purchasing Experience Lead

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Job Description

Job Description:

Purchasing Experience Lead is owning and responsible for ensuring buyer experience during Purchasing Journey meets user expectations across touch points.
  • Customer Journey Design: Own Purchasing Experience Journey from designing, building to monitoring to ensure Buyers thinking, feelings and pain points captured on time, from which identify opportunities for improvement to meet users expectations.
  • CX Improvement: Drive improvement initiatives to resolve User pain points in meeting User expectations, including anticipating daily user changes to ensure smooth change management and implementation.
  • CX Recovery: Own the Recovery scheme for negative purchasing experience, from design to implementation, including Recovery budget. Oversee the record and investigation of daily issues that impact on users purchasing experience, from which design short-term recovery if needed and long-term solutions to eliminate such pain points.
  • User Insights: Own the User insights during Purchasing Journey, including initiatives to gain understanding of Users behaviors for business decision making
  • User Communication: Own the User communication design and monitoring across Purchasing Journey to ensure consistency, efficiency and meeting User expectations
  • Team Management: Manage workload and psychological health across the team, including people management, stakeholder management and continuous internal process optimisation
  • Team Player: Be a good team player in CX team, closely work with Experience Leads to sync up User experience across phases.

  • Everyday passionate in improving customer satisfaction and experience
  • Logical and structured thinking with detailed orientation.
  • Good at problem solving and enjoy root cause analysis, especially in connecting the dots
  • Willing to search for new standards and/or global best practices to optimise solutions.
  • Experience/ knowledge in process design and/or project management is a Must.
  • Experience in team management is a Must.
  • Enjoyed fast-paced environment, opened to learn and adapt.
  • Excellent at writing and presentation in both Vietnamese and English.

Job Details

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About Shopee

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.
Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.
Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines. Sea is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.
The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.

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