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 more as a systems function (versus a service function), working with Product, Logistics, Risk, Finance, General Operations, and Commercial, to prevent and resolve journeys that break down.
Team Introduction
Responsibilities
- Lead cancellation and product quality experience domains.
- Own policy-related customer journeys and enforcement clarity.
- Drive Once and Done service model implementation and training initiatives.
- Lead cross-functional programs to reduce repeat contact and escalation.
- Partner with Risk and Product teams on upstream policy and rule refinement.
Requirements
- Bachelor's degree required; Master's degree is a plus.
- 58 years of relevant experience in operations, customer experience, or governance.
- Proven ability to lead cross-functional initiatives.
- Strong analytical and problem-solving capability.
- Strong leadership, communication, and project management skills.
- Experience leading structured improvement programs or policy-driven operations.
- Strong understanding of customer journey design and operational governance.
- Demonstrated stakeholder management at mid-to-senior levels.
- [Nice-to-Have] Experience in e-commerce, risk management, or platform operations.
- [Nice-to-Have] Exposure to automation or system-driven workflow improvements.
- [Nice-to-Have] Experience in training design or quality improvement frameworks.
