Customer Experience - User Research
Shopee
Manila, Philippines
4d ago

Job Description :

  • Manage end-to-end Customer Experience research activities
  • Prepare research design, proposal and test plan
  • Design Questionnaire / Interview guide / Usability Test scenarios
  • Recruitment of participants
  • Conduct F2F or call-out interviews
  • Tabulation of data and data processing
  • Analysis, presentation and documentation
  • Set-up usability test and observation rooms
  • Prepare materials for interview (e.g. video and audio recording, NDAs, show-cards and other aid materials)
  • Assist the User Research lead in discussing needs and study objectives of stakeholders
  • Perform other similar and related duties as required or directed
  • Creates user personas
  • Builds journey mapping
  • Gather and analyze internal data (e.g. VoC, NPS, BI, etc.) to identify customer pain-points as input to new solutions
  • Extend support to other members of CX team (e.g. tag open-end responses)
  • Requirements :

  • College degree in any discipline Statistics, Communication Research, Marketing, Economics, Psychology, Social Sciences, or Mass Communication
  • Minimum 3 years of experience doing quantitative and / or qualitative research
  • Strong interest in working with all types of data such as behavioral (analytics), surveys, qualitative data, etc.
  • Empathy genuinely understand actual customer experiences
  • Familiar with Customer Mapping Journey (optional)
  • Has knowledge / appreciation (or experience) on Ethnography studies
  • Basic interview skills
  • Fluent in English and Filipino (proficiency in any Philippine dialect is an advantage)
  • Adept in the use of computer software applications, particularly MS office
  • Knowledge of various statistical and analytical techniques and / or tools
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