User Researcher - NPS & Experience Insights
Responsibilities
Team Introduction
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.
About the Role
We're looking for a strategic, insight-driven User Researcher with strong expertise in NPS (Net Promoter Score) monitoring and experience studies. In this role, you'll own and continuously evolve our cross-country NPS and user experience monitoring system, translating user perception into business impact. You'll lead NPS research across multiple Southeast Asian markets, to connect user sentiment with product and operational performance, identify experience pain points, and translate insight into actionable strategies that drive growth, loyalty and business growth.
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Key Responsibilities
- Own end-to-end NPS tracking and reporting across multiple Southeast Asian markets - ensuring data accuracy, comparability, and business relevance through robust sampling, significance testing, and regression validation
- Synthesize insights into strategic recommendations by identifying key drivers of satisfaction and loyalty drivers, translating user pain points into business actions that improve experience and retention
- Connect data with business context: integrate NPS findings with behavioral, transactional, and operational data to build a holistic view of user experience across countries
- Develop and maintain frameworks, dashboards, and quarterly/monthly reports for ongoing experience monitoring, ensuring stakeholders have timely and actionable visibility of key issues
- Design and conduct deep-dive ad-hoc investigations (quantitative or qualitative) to uncover root causes behind key NPS shifts
- Collaborate closely with cross-functional and cross-country teams (e.g., product, operations, marketing, logistics) to proactively identify improvement areas and drive follow-up actions
- Present insights to senior stakeholders in clear, business-relevant narratives; demonstrating strong storytelling, prioritization, and the ability to handle discussions under pressure
- Operate in a fast-paced environment, effectively managing multiple priorities and deadlines while maintaining high analytical and communication standards
Qualifications
Minimum Qualification(s)
- 3+ years of experience in user research, CX/NPS management, or experience studies, ideally within e-commerce or consumer tech
- Proven track record in managing end-to-end NPS or customer satisfaction programs - from design, execution, and analysis to stakeholder communication
- Strong business acumen with a genuine curiosity to understand business models, commercial priorities, and how user insights can drive measurable impact
- Excellent storytelling and stakeholder management skills, able to communicate insights with clarity and confidence to senior audiences
- Solid understanding of both quantitative and qualitative research methods, and the ability to blend them to explain user motivations behind NPS results
- Highly self-driven, proactive, and collaborative - comfortable reaching out across multiple functions and countries to connect dots and drive alignment
Preferred Qualification(s)
- Skilled in data analysis and synthesis; proficiency in tools such as SPSS, SQL, Python, or R is a strong plus
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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