Senior Operations Business Analyst - User Experience, Regional Operations

About The TeamShopee’s Regional Marketplace Operations department is constantly solving problems and introducing innovative solutions to improve platform usability and enhance end-user experience for our buyers, sellers, and partners.Our teams sit at the core of our business and collaborate with various departments to manage end-to-end e-commerce processes and design scalable solutions to create impact across multiple markets. To do so, we deep dive into the fundamentals of each aspect and drive strategic initiatives to sharpen our policy, processes, and features for greater product and operational excellence.Regional Operations include the teams of Customer Service, Payment, Listings, Seller Operations, Returns & Refunds, and Fraud.Job DescriptionCreate clear and informative dashboards and visualizations to present data in a visually appealing manner, aiding data-driven decision-makingUtilise advanced data models, algorithms, and statistical analyses to identify patterns and trends, providing valuable insights for informed decision-makingIdentify new business requirements based on areas of improvement for existing user experience tools, programmes, and processesConduct quantitative/qualitative analysis of pain points/common issues from current regional and local operationsDrive root cause analysis, and implement key programs and initiatives to drive improvement of user metrics, including contact rate, CSAT (Customer Satisfaction), and contact time, SOP qualitySupport local agents’ performance monitoring and build, maintain and improve our internal training process, systems and knowledge baseCollaborate with various stakeholders, including product owners, developers, and local operations teams to deliver on user experience projectsRequirements3 to 5 years of professional experience in user-centric roles / organisations with strong analytical and problem-solving skills cultureExperience working with data, drawing insights, developing reporting templates, and devising practical data-driven solutionsAbility to generate impactful insights with in-depth understanding of users’ needs on ecommerce platformsExperience/proficiency in SQL/Python is a mustUnderstanding of topics such as CSAT, NPS (Net Promoter Score), or other user experience metrics is a big plusAbility to view different aspects of a project from a macro perspective while having an eye for detailAbility to communicate and coordinate processes and projects in a clear and succinct manner to internal and external stakeholdersAbility to thrive in a dynamic and collaborative environment to make an impact and drive business goals