TikTok Shop- Service Insights Associate

TikTok; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading social media platform is seeking a Service Insights Program Manager in London to drive customer insights, develop business intelligence strategies, and enhance customer experiences. The ideal candidate will have a strong background in data analytics and excellent communication skills. Join us to contribute to innovative e-commerce solutions in a dynamic environment.

Qualifications

• BA/BS degree or equivalent practical experience.
• Experience managing complex data analytics.
• Strong verbal and written communication skills.

Responsibilities

• Drive a comprehensive Voice of the Customer strategy.
• Develop intelligence and business insight strategy.
• Navigate ambiguity in a fast-changing environment.

Skills

Data analytics

Problem solving

Customer experience design

Communication skills

Cross-functional collaboration

Education

BA/BS degree or equivalent

Job description

Overview

Service Insights (SI) Program Manager within the Global E-Commerce's Governance and Experience (GNE) and Service and Support Center (SSC) teams. The SI team focuses on identifying gaps and opportunities through VOC and VOB analysis, driving cross-functional problem solving, product revamps, and strategy enhancements to create a trustworthy and delightful e-commerce experience for buyers, sellers, and creators.

Responsibilities

• Drive a comprehensive "Voice of the Customer/Business/Creators" strategy and define methods to align service insights with in-depth user analyses to understand and predict user behavior.
• Develop an intelligence and business insight strategy based on analysis of customer inputs and satisfaction scores. Present results to leadership with actionable recommendations to improve customer experience.
• Create communications and define integration processes for service insights into cross-functional action plans; establish ongoing tracking and reporting.
• Navigate ambiguity in a fast-changing environment with a proven ability to thrive in a matrix organization.
• Provide innovative solutions to improve customer satisfaction with country/region refinements at a global level.
• Lead the development of strategy and vision for multiple areas, influencing key internal and external stakeholders.
• Present and report key business outcomes with measurable data and customer voices to senior management to align on executive plans.
• Collaborate with internal and external teams (e.g., Experience, Governance, Service Delivery, Operational Excellence, Product) to ensure project delivery and successful cross-functional collaboration.

Qualifications

• Minimum Qualifications
• BA/BS degree or equivalent practical experience.
• Experience managing complex data analytics and related business metrics.
• Experience working cross-group and cross-level with all levels of management.
• Experience in problem solving, issue-resolution, ability to work in a deadline-driven environment, attention to detail, and multitasking.
• Preferred Qualifications
• Experience in global service launches, especially in new market kickoffs.
• Passion for customers and designing/implementing experience KPIs and other measures.
• Ability to balance experience and growth and drive planning and execution of initiatives across a global organization.
• Ability to advocate and influence without direct ownership; cross-group and cross-level collaboration.
• Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
• Strong ownership and team player mindset with focus on delivering high-quality results.
• Experience in eCommerce or marketplace platforms.

About TikTok

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, with offices worldwide.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product helps people express themselves, discover, and connect. Our diverse teams collaborate to create value for communities, inspire creativity, and bring joy. We embrace curiosity, humility, and a data-driven mindset to make an impact in a rapidly growing tech company.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people globally and so does our workplace. We celebrate diverse voices and strive to reflect the communities we reach.