Senior Customer Experience Operations Specialist

JD.COM; England; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading e-commerce platform in the UK is seeking a Senior Customer Experience Operations Specialist. The successful candidate will drive improvements based on user experiences, conduct audits, and work cross-functionally to enhance customer satisfaction. Ideal candidates have 3+ years in e-commerce operations and proficiency in data analysis tools such as Excel and Power BI.

Qualifications

• 3+ years of experience in e-commerce or retail customer experience operations, user research, or VoC analysis.
• Cross-border industry background is a plus.
• Strong initiative and independent thinking skills.

Responsibilities

• Drive improvements and optimizations with a strong customer experience perspective.
• Conduct regular experience audits and report user experience issues.
• Collaborate cross-functionally to resolve daily experience issues.

Skills

E-commerce customer experience operations

Data analysis

Independent problem-solving

Cross-border industry knowledge

Proficiency in English

Education

Bachelor's degree or above

Tools

Advanced Excel

SQL

Power BI

Job description

Senior Customer Experience Operations Specialist

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Our Company

JOYBUY - Joybuy is JD.com's online retail business in Europe.

Joybuy is an online retailer which places the customer at the heart of everything it does. It is currently in test phase in the UK, Netherlands, Germany, France, Belgium and Luxembourg.

Its slogan, “Don’t just buy, Joybuy,” perfectly captures its mission to fulfill Joybuy customer’s needs and provide a service that is easy and convenient, but also enjoyable and fun.

Job Responsibilities:

• Deeply understand user scenarios and maintain a strong customer experience perspective to drive improvements and optimizations from both proactive and reactive angles.
• Establish monitoring mechanisms for experience-related issues, conduct regular end-to-end experience audits, and promptly identify and report abnormal user experiences in business operations.
• Collaborate cross-functionally to follow up on daily experience issues, provide solution recommendations, drive implementation, and verify final improvement outcomes.
• Support and guide frontline teams in risk management, staff training, and process optimization.
• Leverage intelligent tools to enhance internal and external service processes.
• Take ownership of customer experience metrics and negative feedback on domestic and international social media, with the ability to independently close the loop on issues.

Job Requirements:

• Bachelor’s degree or above, with 3+ years of experience in e-commerce or retail customer experience operations, user research, or Voice of Customer (VoC) analysis.
• Cross-border industry background is a plus.
• Proficiency in English (spoken and written).
• Skilled in data analysis tools, including: Advanced Excel (pivot tables, VLOOKUP), Basic SQL queries, BI visualization tools such as Power BI.
• Strong initiative, independent thinking, and problem-solving abilities.

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