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E-commerce User Experience Specialist

1 week ago

Singapore Shopee Full time
About the Role

We are looking for a highly skilled E-commerce User Experience Specialist to join our team at Shopee. As a member of our team, you will play a critical role in driving the development and implementation of strategies to enhance the user experience on our platform. Your primary responsibilities will include identifying new business requirements and driving improvement of user metrics through quantitative/qualitative analysis of pain points/common issues from current regional and local operations. You will also be responsible for driving root cause analysis and implementing key programs and initiatives to drive improvement of user metrics.

You will have the opportunity to facilitate instant and automated customer support by enhancing various tools such as Chat Interactive Voice Response (IVR) and chatbot. Additionally, you will support local agents' performance monitoring and build, maintain, and improve our internal training process, systems, and knowledge base. Collaborating with various stakeholders, including product owners, developers, and local operations teams, is also a significant aspect of this role.

A successful candidate will have strong analytical and problem-solving skills, experience working with data, drawing insights, developing reporting templates, and devising practical data-driven solutions. The ability to generate impactful insights with an in-depth understanding of users' needs on e-commerce platforms is essential. Proficiency in SQL/Python is a plus, as well as an understanding of topics such as CSAT, NPS (Net Promoter Score), or other user experience metrics.