Job Description

Location:
Malaysia




Department: Customer Service


Location: Malaysia




Team and Role Introduction:
The Customer Experience (CX) team is responsible for improving end to end journey experience for our customers (buyers and sellers) on Lazada. Customer Experience is a critical function and fundamental to the sustainable growth of our platform.You will lead a team to drive strategic, cross-functional projects across SEA to improve customer experience across various facets of the customer journey. This position will engage in holistic business problem solving, clearly defining multi-faceted projects and outcomes, and regular communication with senior management.Strategic thinking, comfort with data analysis, cross-functional influence, project management, and executive presentation skills are essential.
Responsibilities:

• Lead a regional team to analyze customer experience issues and opportunities and drive customer experience initiatives across the company
• Own key customer journey milestones to drive an exceptional customer experience from discovering issues through customer research to prioritizing efforts through business modelling
• Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies
• Ensure complex initiatives are executed on-time, within scope, with successful implementation by all relevant stakeholders
• Be a thought partner to Group Head of Customer Experience on developing CX capabilities and sophistication

• 8+ years of experience in management consulting and/or strategy role in consumer technology with proven track record of delivering impactful projects
• 2+ years of team management experience, guiding and mentoring a high performing analytical team
• Superb business acumen, structured problem-solving, and data analysis skills
• Strong stakeholder management and the ability to collaborate and communicate effectively (both written and verbal) with senior counterparts
• Ability to influence and negotiate to drive cross-functional projects forward practically
• Self-motivated and able to thrive in ambiguity and in a matrix environment
• Knowledge of customer experience management approaches and methodologies a plus