Job Description:

  • Drive user improvements to create a delightful customer experience
  • Identify customer needs and work with various teams (e.g. Operations, Product, Business Development, Marketing) to implement solutions to meet them
  • Ability to analyse, recognize trends, and react accordingly and prioritize areas of opportunity for improvements of the highest impact, including periodically competitor analysis and constant review on internal Standard Operating Procedures (SOP)
  • Establish processes and identify appropriate indicators to monitor performance and progress
  • Perform data analysis and reporting to upper management
  • Understand the customer experience through regular tests and focus group interviews
  • Perform tests to ensure the stability of the platform including identifying common issues, find out the root cause, and report them to the respective teams
  • Perform User Acceptance Tests (UAT) to ensure new features are tested properly and meet all user needs.
  • Ad hoc request to extract, analyze, and interpret statistical data

 Requirements:

  • Bachelor’s degree in any field with at least 3 years of working experience in Customer Experience or Product Management
  • Strong communication skills in English (verbal and written), fluency in Mandarin is a plus
  • Proficient in Excel and Powerpoint, knowledge of SQL is a plus
  • Ability to analyze and synthesize data from both quantitative and qualitative sources
  • Self-starter with strong sense of curiosity 
  • Must be able to work with tight deadlines and minimal guidance 
  • Systems thinker with ability to understand the holistic picture and complex considerations
  • Good team player with positive attitude and strong sense of integrity and responsibility 
  • Comfortable working on Public Holidays and weekends when required

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