Customer Experience Analyst, Loyalty & Support, TikTok Shop

Responsibilities

About the team
This role sits in our Governance & Experience team. In this role, you'll use data and customer feedback to scope opportunities to improve the buyer's end-to-end experience, particularly in buyer support and trust recovery. You will build data driven business cases and work closely with cross-functional stakeholders to implement customer centric solutions to our user benefits related product features, customer service, and communications.

About the Role:
To be successful in this role, you will need to have strong analytical and problem solving skills.

Key Responsibilities Include:
- Analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform the business strategy and project prioritization in the Business Requirements Document.
- Triangulate findings and insights from across different sources to scope out key customer problems.
- Collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and inform project timelines and resources needed.
- Act as an SME for buyer support and trust recovery programs, providing feedback to internal stakeholders (in Buyer Support and Trust Recovery).
- Support the development of the CX team's internal knowledge management tools to build organizational capacity.

Qualifications

Minimum Qualifications
- 1+ years of experience in Analysis, Strategy, Product or Program Management in Customer experience.
- Solid work experience in an ecommerce marketplace business.
- Bachelor's degree or Master's degree (or equivalent practical experience)
- Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action
- Good verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight is required

Preferred Qualifications
- Experience in data analytics, SQL
- Experience in and understanding of customer fulfillment and delivery experience in e-Commerce.