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User Experience Innovation Lead

2 weeks ago

Singapore Shopee Full time
About the Role:

This is an exciting opportunity to join our team as a Data-Driven Growth Professional and make a significant impact on our user experience. You'll be responsible for identifying new business requirements based on areas of improvement for existing user experience tools, programmes, and processes, and working closely with our product owners, developers, and local operations teams to deliver on user experience projects.

Your responsibilities will include conducting quantitative/qualitative analysis of pain points/common issues from current regional and local operations, driving root cause analysis, and implementing key programs and initiatives to drive improvement of user metrics, including contact rate, CSAT (Customer Satisfaction), and contact time.

You'll also be responsible for facilitating instant and automated customer support by enhancing various tools such as Chat Interactive Voice Response (IVR) and chatbot, supporting local agents' performance monitoring, and building, maintaining, and improving our internal training process, systems, and knowledge base.

We're looking for someone with professional experience in user-centric roles/organisations with strong analytical and problem-solving skills.