Customer Experience & Research Specialist, SPX Express
ShopeeAbout the team
NSS Program Team (Non Shopee) is in charge of driving SPX logistics service adoption beyond Shopee orders targeting social sellers and individual senders. The team designs and executes data-driven programs relating to customer acquisition, conversion, and retention, while managing performance tracking, budget allocation, and cost efficiency to achieve business targets. Combining strategic foresight with hands-on execution, NSS Program Team plays a pivotal role in scaling and commercializing SPX services.
What you'll do
• Drive 360° customer listening though NPS/ CSAT & customer surveys by managing data collection, tracking performance trends, and identifying actionable levers to improve customer satisfaction
• Conduct market scans and competitor tracking, deliver regular updates with clear implication
• Execute end-to-end research for both quantitative & qualitative, including research design, sample recruitment, interview coordination & relevant logistics
• Travel as required for qualitative research projects
Requirements
- At least 2 years of work experience in Market Research field (having working experience for logistics companies is a plus)
- Strong business acumen and data analysis skills
- Exposure to project management and stakeholder management is a plus
- Be opened, flexible and enjoyed fast-paced environment
- Good at writing and presentation in both Vietnamese and English