Customer Experience (CX) - ShopeePay

Own the Voice of Customer (VoC) program across channels (CS tickets, surveys, app reviews). Own and orchestrate the company-wide user interview and immersion program. Produce regular CX insight reports for stakeholders and leaderships. Partner with Product and Design to validate solutions using real customer feedback. Build and continuously refine customer personas from VoC, CS data, user interview, and immersion insights, and embed them into journey mapping and product proposals. Conduct experi