21 jobs for "Service Experience Analyst"

Responsibilities

The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.

We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.

You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.

We are looking for a Business Analyst with 1+ years of experience to support the global Service and Support organization. You will partner with business leaders, operations teams, and technical stakeholders to define analytics needs, monitor performance, investigate business questions, and build self-service reporting solutions.
This role combines recurring business reporting, ad-hoc analysis, data automation, and stakeholder communication. The ideal candidate can move from a loosely defined business problem to a structured analysis, a reliable data solution, and a clear recommendation.

- Business Analysis, Insights & Influence
- Partner with stakeholders and leadership to understand business needs, define analytical requirements, and translate ambiguous questions into structured analyses and scalable solutions.
- Define, benchmark, and track key performance indicators against goals, plans, and major business initiatives.
- Monitor operational metrics, identify anomalies and emerging trends, and investigate root causes to surface risks and improvement opportunities.
- Deliver ad-hoc analyses, deep dives, and planning support that inform strategic and operational decisions.
- Develop weekly, monthly, and quarterly business reviews, presenting clear findings and recommendations to management, operations teams, and business partners.

- Data Quality & Analytical Rigor
- Collect, structure, and analyze operational data from multiple sources, tools, and markets using SQL and sound analytical methods.
- Ensure data accuracy and consistency through validation checks, metric reconciliation, and transparent reporting logic.
- Work with data engineering and technical teams to investigate discrepancies and resolve data quality issues.
- Create and maintain metric definitions, analytical assumptions, process documentation, and user guidance for technical and non-technical audiences.

- Reporting Automation & Self-Service Analytics
- Build and maintain interactive dashboards and data visualizations that enable stakeholders to monitor KPIs and conduct self-service deep dives.
- Automate recurring data collection, reporting, and validation workflows to reduce manual effort and improve processing efficiency.
- Develop and enhance reporting tools, applications, and data manipulation utilities that consolidate metrics across data sources and markets.
- Continuously improve reporting products as business priorities, processes, and data availability evolve.

Qualifications

Minimum Qualification(s)
- At least 1 year of experience in business analysis, data analytics, operations analytics, business intelligence, or a related field.
- Demonstrated ability to translate ambiguous business questions into structured analysis, measurable requirements, and practical recommendations.
- SQL skills, experience working with large, multi-source datasets, and hands-on experience building dashboards and recurring reports using a business intelligence or data visualization tool e.g. Tableau, PowerBI etc.
- Experience defining, monitoring, and explaining operational KPIs, including root-cause analysis of performance changes.
- Experience partnering with data engineering teams on data models, pipelines, validation, or issue resolution.
- Strong written and verbal communication skills, with experience presenting findings to business stakeholders and leaders, strong attention to detail, and a track record of delivering accurate, reliable analysis under tight timelines.
- Bachelor's degree in Business Analytics, Economics, Statistics, Computer Science, Engineering, or a related quantitative field, or equivalent practical experience.

Preferred Qualification(s)
- Experience supporting service operations, customer support, contact centers, user services, or another operational environment in e-commerce.
- Experience automating reports or analytical workflows using Python, R, scripting, or similar tools.
- Experience working across regions, markets, or globally distributed stakeholder groups.

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s)
- At least 1 year of experience in business analysis, data analytics, operations analytics, business intelligence, or a related field.
- Demonstrated ability to translate ambiguous business questions into structured analysis, measurable requirements, and practical recommendations.
- SQL skills, experience working with large, multi-source datasets, and hands-on experience building dashboards and recurring reports using a business intelligence or data visualization tool e.g. Tableau, PowerBI etc.
- Experience defining, monitoring, and explaining operational KPIs, including root-cause analysis of performance changes.
- Experience partnering with data engineering teams on data models, pipelines, validation, or issue resolution.
- Strong written and verbal communication skills, with experience presenting findings to business stakeholders and leaders, strong attention to detail, and a track record of delivering accurate, reliable analysis under tight timelines.
- Bachelor's degree in Business Analytics, Economics, Statistics, Computer Science, Engineering, or a related quantitative field, or equivalent practical experience.

Preferred Qualification(s)
- Experience supporting service operations, customer support, contact centers, user services, or another operational environment in e-commerce.
- Experience automating reports or analytical workflows using Python, R, scripting, or similar tools.
- Experience working across regions, markets, or globally distributed stakeholder groups.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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