Senior User 360 Insights - Customer Experience, Operations

Senior User 360 Insights - Customer Experience, Operations

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Job Description

Job Description:

User 360 View Insights, Customer Experience is responsible for providing a holistic view of Users feedback across different sources, from which highlighted pain points can be taken for driving business decisions.
  • Drive the design, implementation and execution of Tools/ Processes to collect User feedbacks across end-to-end journey
  • Consolidate and analyse User feedbacks from various sources to provide an insightful User 360-view on regular basis, for example:
  • Net Promoter Score report
  • App rating report
  • Customer Service contacts
  • Experience Tracking
  • Monitor and alert any abnormal trend and/or top User pain points to impacted Experience streams, from which provide further insights for root cause analysis.
  • Continuously optimise & automate on-going User 360 view reports

  • Analytical, logical and structured thinking with detailed orientation.
  • Passionate in data and business analysis, especially in connecting the dots.
  • Advanced in excel reporting, willing to learn and search for optimised solutions.
  • Experience/ knowledge in data/dashboard design tools is a plus.
  • Enjoyed fast-paced environment
  • Good at analytical description in both Vietnamese and English.

Job Details

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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