TikTok Shop - Delivery Experience Specialist, Governance & Experience

TikTok; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading company in the e-commerce sector is seeking a Delivery Experience Specialist in London. This role involves using analytical insights to enhance customer delivery experiences, collaborating cross-functionally, and ensuring a safe marketplace for users. Ideal candidates will possess strong problem-solving skills and e-commerce experience.

Qualifications

• 1+ years in Analysis, Strategy, Project or Program Management.
• Experience in e-Commerce Fulfilment preferred.
• Ability to impact business decisions through analytical insight.

Responsibilities

• Analyze data to identify areas for improvement in delivery experience.
• Collaborate with teams to design customer-centric solutions.
• Support development of knowledge management tools for internal capacity.

Skills

Analytical skills

Problem solving

Communication

Education

Bachelor's degree or Master's degree

Tools

SQL

Job description

Social network you want to login/join with:

TikTok Shop - Delivery Experience Specialist, Governance & Experience, London

col-narrow-left

Client:

TikTok

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

2c6f1cc0e037

Job Views:

24

Posted:

22.06.2025

Expiry Date:

06.08.2025

col-wide

Job Description:

About the Team: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. This role sits within the EMEA E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also sellers and creators. We put the customer at the heart of our business and work on policies, rules, products and systems to ensure a best in class customer experience. About the Role:In this role, you’ll use data and customer feedback to scope opportunities to improve delivery experience. You will build data driven business business cases and work closely with our logistics partners to implement customer centric solutions to our delivery related product features, customer service, and communications. 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 a SME in Delivery Experience, providing feedback to internal stakeholders (in Logistics and Governance) on key delivery experience gaps and priorities.- 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, Project or Program Management for Delivery Experience or E-Commerce Fulfilment - 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- Strong verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight Preferred Qualifications- Experience in data analytics, SQL- Experience in and understanding of customer fulfilment 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.