Product Analysis - Marketplace

About the team

Our Chatbot & Customer Service team is redefining the Shopee platform experience through cutting-edge Conversational AI. We are seeking a Product Analyst who is passionate about leveraging data to shape the future of our chatbot product. In this role, you will go beyond traditional analysis to gain a deep understanding of the machine learning models that power our chatbot, design robust evaluation frameworks, and partner directly with Data Scientists to drive model iteration and product strategy. Your insights will be critical in creating a more intuitive, helpful, and successful shopping assistant for our millions of users.

 

What you'll do

• Advanced Metrics Design: Architect the key metrics and evaluation frameworks that define success for our chatbot product. Move beyond standard metrics to develop sophisticated measures of user satisfaction, conversation quality, task completion, and long-term business impact (e.g., conversion lift, support ticket deflection).
• Data-Driven Product Strategy: Translate complex data and model performance into clear, actionable insights for product and engineering teams. Your analysis will directly influence the product roadmap and prioritisation of new features.
• Cross-Functional DS Collaboration: Work hand-in-hand with Data Scientists, ML Engineers, and Product Managers to formulate hypotheses, design effective A/B tests and multivariate experiments for model and feature launches, and analyse results to provide actionable recommendations.
• Holistic User Journey & UX Analysis: Conduct comprehensive analyses of the entire user conversation flow. Identify key drop-off points, friction areas, and moments of delight within the chatbot experience. Partner with UX Researchers to triangulate quantitative data with qualitative feedback.
• Stakeholder Management & Communication: Communicate findings and recommendations effectively to all levels of the organisation, from engineers to senior management. Build and maintain scalable dashboards and reports to provide visibility into chatbot health and performance.
• Develop Domain Expertise: Become the subject matter expert on marketplace dynamics as they relate to conversational commerce, understanding user behavior, and the business impact of the chatbot.

 

Requirements

• Bachelor's degree or above in Business Analytics, Statistics, Computer Science and Mathematics or a related science/tech field
• At least 1 year of working experience as a Data/Business/Product/Customer Analyst, Consultant, or other related fields is preferred
• Expert knowledge in analytical tools such as SQL, Excel
• Highly responsible and independent, with strong sense of ownership
• Strong analytical, curious, business-oriented and written/oral communication skills
• Demonstrates structural thinking, problem-solving, able to break down problems into actionable solution (s)
• Demonstrate good data visualisation and experience using its tools (e.g. Tableau, Data Studio)
• Keen learner, open to feedback and self-improvement
• Experience and strong working knowledge of various aspects of Data Analyst is preferred