Work arrangement
Full 5-day work in the office
The role
Customer Experience is responsible for the buyer and seller journey stability across Lazada PH. The team works across pre-purchase, post-purchase, and trust-related domains to reduce friction, improve resolution quality, and strengthen overall platform credibility. We operate as a systems function (versus a service function), working with teams like Product, Risk, Logistics, Finance, and Commercial, when journeys break down.
Our team culture values:
- Structured problem-solving over reactive handling
- Data-informed decisions
- Clear ownership and accountability
- Constructive cross-functional collaboration
- Continuous improvement of processes and decision logic
Expectations include the ability to think end to end, work across functions, and design solutions that improve both operational efficiency and customer trust.
Key Tasks & Responsibilities
- Own assigned buyer and seller experience domains across pre-purchase and finance-related journeys.
- Monitor contact drivers, resolution gaps, and policy clarity issues.
- Work with Product, Finance, Risk, and Operations teams to address friction drivers.
- Propose structured improvements to workflows, communication, and process clarity.
- Support implementation of automation and self-service enhancements.
- Experience in customer experience, operations, finance product, or risk-related roles.
- Ability to analyze data trends and identify root causes.
- Strong written and structured communication skills.
- Ability to manage multiple stakeholders across functions.
- Experience in e-commerce, fintech, or marketplace platforms.
- Exposure to claims handling, payout processes, or payment systems.
Qualifications & Skills
- Bachelor's degree in Business, Economics, Engineering, or related field.
- 2 years+ of relevant experience in operations, customer experience, risk, or finance domains.
- Strong analytical and problem-structuring ability.
- Clear communication and documentation skills.
- Ability to work independently with minimal supervision.
