User Insights, Servicing Experience

User Insights, Servicing Experience

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Job Description

Job Description:

Responsible for designing and executing initiatives to collect user insights across Servicing Journey, from Buyer Journey mapping facilitation and maintenance, buyer experience tracking execution to customer data analysis.
  • Customer Journey Design: facilitate the process of Servicing Journey design and maintain up-to-date user insights across the journey.
  • Customer Data Analysis: define analysis approach to validate hypothesis of User behaviors, from which work with Business Intelligence for execution to gain user insights for business decision making.
  • User Research Design: define research objectives and scope, target users and expected outcomes, from which provide detailed brief to the Research team for research design and execution.
  • Buyer experience tracking: conduct different tests to track buyer experience during Servicing journey
  • Subject matter expert for User Servicing Insights: share meaningful user insights for User communication design, recovery and improvement.

  • Analytical, logical and structured thinking with detailed orientation.
  • Good at problem solving and enjoy root cause analysis, especially in connecting the dots
  • Experience in dashboard design, data analysis and visualisation is a Plus
  • Enjoyed fast-paced environment, opened to learn and adapt.
  • Good 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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