Customer Experience Analyst, Loyalty & Support, TikTok Shop

TikTok; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading social media company is seeking a Customer Experience Analyst in London who will leverage data and customer feedback to enhance the buyer's experience. The candidate will collaborate with various teams to implement solutions based on insights derived from data analysis. Minimum qualification includes over a year of experience in customer experience management, analytical skills, and a relevant degree. This role offers opportunities for working in a dynamic, growth-oriented environment.

Qualifications

• 1+ years of experience in Analysis, Strategy, Product or Program Management in Customer experience.
• Experience in an e-commerce marketplace business.
• Strong analytical and quantitative skills; ability to use data and metrics effectively.

Responsibilities

• Analyse data and identify areas for improvement to inform business strategy.
• Collaborate with cross-functional teams to gather requirements and design solutions.
• Act as an SME for buyer support and trust recovery programs.

Skills

Analytical skills

Problem-solving

Communication skills

Relationship-building

Education

Bachelor's degree or Master's degree

Tools

SQL

Job description

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

• 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.

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.
• Strong interpersonal and relationship‑building skills. Ability to interact with cross cultural stakeholders.
• Experience working in a fast paced, ambiguous and high growth environment.
• Collaboration skills working cross functionally in a global working environment.