The Customer Experience (CX) team is responsible for improving end to end customer journey experience for both our Buyers and Sellers the Lazada platform.
You are required to own and execute strategic, cross-functional projects across SEA with a strong background in leading program as well as clear track record of strategic and tactical program execution.
This position requires regional CX strategy setting, clear project definition and regular communication with senior management on status, risks and change control. Cross-team coordination, project management and executive presentation skills are essential.
To be successful in this position, you need to be innovative, analytical, strategic and a technical operations leader expert.
You will be responsible for:
-Develop a holistic customer journey and shaping all customer milestones in order to drive an exceptional customer experience
-Defining requirements and high level process/system solutions agreeing with business teams across the company (Payments, customer service, commercial, CX, product, operations, etc) for E2E Delivery experience products
-Ensure that all projects are delivered on-time, within scope, with successful implementations considering all stakeholders with early identification and mitigation of potential risks and issues
-Anticipate and react to frequently changing business and operating environment
-Managing relationships with key stakeholders that plays a pivotal role in the success of the initiatives and projects
-Continually identify opportunities to improve the customer experience of Lazada
-Knowledge of customer experience management approaches and methodologies
-Strong key stakeholder management and has the ability to collaborate, cooperate and communicate effectively(both written and verbal), influencing and negotiation skills
-Strong problem-solving and data analysis skills with innovative mindset
-Self-motivated and able to thrive in ambiguity and in a matrix environment
-Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential
-Over 8 years of experience in a customer experience and / or project management role with proven success
-Experience in the banking, consulting or retail e-commerce environment will be an added advantage