Baru Operations - Customer Experience Researcher

Date Posted: Posted6 hari yang lalu
Salary:
Shopee
Jakarta
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Job Description

DepartmentOperations LevelExperienced (Individual Contributor) LocationIndonesia - Jakarta

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.

Job Description:
  • Design and conduct research in Indonesia:
  • Qualitative studies such as field observations, interviews, usability tests and customer feedback analysis for existing and future products
  • Quantitative studies such as surveys to evaluate the impact of product changes
  • Study competitor platforms and market trends to identify opportunities
  • Coach junior team members
  • Explore and adapt to new research practices to improve the team’s effectiveness and speed
  • Communicate research findings to ensure a holistic view of our users and collaborate closely with stakeholders (e.g. Product, Design, Operations, Business Development) to drive improvements in customer experience

Requirements:
  • 4 – 6 years of experience in user experience research in a product environment
  • Strong communication skills in English and Bahasa Indonesia to facilitate discussions and collaborations across stakeholders
  • Familiarity with SQL or strong willingness to learn
  • Ability to analyse and synthesise data from both quantitative and qualitative sources
  • Critical thinking and problem-solving skills
  • Self-starter with a strong sense of curiosity
  • Good team player with a positive attitude and a strong sense of integrity and responsibility

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Job Detail

  • Job Id
    ad63cec9e142de3d
  • Location
    Jakarta
  • Company
    Shopee
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

Contact Shopee

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