Team and Role Introduction:
The Buyer Experience (CX) team is responsible for improving the end-to-end journey experience for our buyers on Lazada. Customer Experience is a critical function and fundamental to the sustainable growth of our platform.You will lead strategic, cross-functional projects across SEA to drive customer value creation and resolution of customer experience friction areas. 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 the development of comprehensive customer experience strategies aligned with the company's goals and objectives.
-Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.
-Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.
-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.
-Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.

Requirements/Qualifications(must have):
Experience:
-2-5 years of hands-on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.Skills:
-Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.
-Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.
-Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.
-Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross-functional teams.
-Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.