(Senior) Associate, Customer Experience, ShopeePay

About the team

We are looking for a Customer Experience (CX) to own and improve the end-to-end user journey across our e-wallet product. This role will act as the quality gatekeeper for product flows, ensuring a seamless, consistent, and high-quality experience for users.

 

What you'll do

1. Product UI/UX Optimization

• Post-UAT Audits: Review UI flows following the UAT stage, proposing strategic enhancements to ensure a more intuitive and frictionless user journey.
• UX Writing & Localization: Manage and review "Transify" keys across all features to ensure in-app communication is consistent, localized, and easy to understand.
• Daily Quality Benchmarking: Conduct daily UI/UX audits across all product funnels to guarantee peak functionality and identify "pain points" before they impact the user.
• Market Intelligence: Continuously monitor competitors and global Fintech trends to identify best practices and propose innovative improvements for our E-wallet ecosystem.

2. Social Listening & Reputation Management

• Sentiment Tracking: Monitor customer feedback across social media platforms daily to track brand sentiment and identify emerging issues.
• Crisis Mitigation: Proactively identify "social noise" and escalate potential crisis cases to relevant stakeholders to ensure timely resolution and safeguard brand reputation.

3. Customer Insights & Feedback Orchestration

• NPS Management: Lead the collection of customer feedback through NPS (Net Promoter Score) in collaboration with cross-functional teams.
• Data-Driven Recommendations: Analyze survey results and qualitative feedback to derive actionable insights that drive product updates and service excellence.

 

 

 

Requirements

Must have

• Experience: 2+ years of experience in Customer Experience, Product Operations, UI/UX Research, or a related field (Fintech or E-commerce experience is a major plus).
• UI/UX Savvy: A strong eye for design and logic; you should be able to spot a broken flow or a confusing button from a mile away.
• Analytical Mindset: Proficiency in translating raw data and customer complaints into structured reports and improvement plans.
• Communication Excellence: Strong UX writing skills and the ability to simplify complex financial terms for the everyday user.
• Tech Literacy: Familiarity with localization tools (like Transify), social listening tools, and project management software.
• Language: Fluency in English (written and verbal) to work within a global product framework.

Nice to have

• Strong sense of integrity and responsibility.
• Familiar with AI application