Project Analyst/ Lead, Customer Experience Strategy & Operations

Department Operations

LevelExperienced (Individual Contributor)

LocationSingapore

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

You will help deliver best-in-class customer experience across Shopee's regional markets by driving AI-powered automation, operational efficiency, and data-led decision-making in close partnership with local Customer Service (CS) teams and upstream operational partners.

AI & Automation:

• Drive chatbot and AI automation initiatives to improve customer experience and operational efficiency
• Identify automation opportunities through contact data analysis and translate insights into product, process, or workflow improvements

Operational Excellence

• Support local Customer Service (CS) teams on agent performance management, workforce planning, and capability building
• Develop and track customer experience metrics, and generate actionable insights to support continuous improvement initiatives

Upstream Demand Management

• Identify and diagnose root causes of customer contacts across logistics, returns, and payments
• Work closely with upstream operational partners, including logistics providers, fulfilment, and payment teams, to address recurring issues and improve the customer experience
• Engage directly with stakeholders to drive issue resolution and continuous improvement initiatives

Requirements

• Bachelor’s Degree in any field; A master’s degree is advantageous but not required
• Minimum 1 years of full-time strategy working experience in a top-tier strategy consulting firm
• Familiarity with AI, chatbots, automation, or software development would be advantageous
• Strong analytical skills, with the ability to use data to identify issues, generate insights, and size opportunities
• Experience working cross-functionally with internal and external stakeholders in a dynamic and collaborative environment
• Excellent communication and stakeholder management skills, with the ability to influence across functions and markets