User Researcher – NPS & Experience Insights

TikTok; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading social media platform in Singapore is seeking a strategic User Researcher to own NPS tracking and user experience monitoring across Southeast Asia. The ideal candidate has over 3 years of experience in user research within e-commerce or consumer tech and can synthesize insights into actionable strategies. Join us to drive growth and improve user satisfaction in an innovative environment.

Qualifications

• 3+ years of experience in user research within e-commerce or consumer tech.
• Track record in managing end-to-end NPS programs.
• Strong business acumen and curiosity about user insights.
• Ability to communicate insights clearly to senior audiences.
• Solid understanding of quantitative and qualitative research methods.

Responsibilities

• Own end-to-end NPS tracking and reporting.
• Synthesize insights into strategic recommendations.
• Integrate NPS findings with behavioral data.
• Develop frameworks and reports for ongoing experience monitoring.
• Conduct ad-hoc investigations on NPS shifts.
• Collaborate with cross-functional teams to identify improvements.
• Present insights to senior stakeholders.

Skills

User research

CX/NPS management

Data analysis

Stakeholder management

Quantitative research methods

Qualitative research methods

Tools

SPSS

SQL

Python

R

Job description

Responsibilities

Team Introduction

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. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates. 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. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

About the Role

We're looking for a strategic, insight-driven User Researcher with strong expertise in NPS (Net Promoter Score) monitoring and experience studies. In this role, you'll own and continuously evolve our cross-country NPS and user experience monitoring system, translating user perception into business impact. You'll lead NPS research across multiple Southeast Asian markets, to connect user sentiment with product and operational performance, identify experience pain points, and translate insight into actionable strategies that drive growth, loyalty and business growth.

Key Responsibilities

• Own end-to-end NPS tracking and reporting across multiple Southeast Asian markets - ensuring data accuracy, comparability, and business relevance through robust sampling, significance testing, and regression validation
• Synthesize insights into strategic recommendations by identifying key drivers of satisfaction and loyalty drivers, translating user pain points into business actions that improve experience and retention
• Connect data with business context: integrate NPS findings with behavioral, transactional, and operational data to build a holistic view of user experience across countries
• Develop and maintain frameworks, dashboards, and quarterly/monthly reports for ongoing experience monitoring, ensuring stakeholders have timely and actionable visibility of key issues
• Design and conduct deep-dive ad-hoc investigations (quantitative or qualitative) to uncover root causes behind key NPS shifts
• Collaborate closely with cross-functional and cross-country teams (e.g., product, operations, marketing, logistics) to proactively identify improvement areas and drive follow-up actions
• Present insights to senior stakeholders in clear, business-relevant narratives; demonstrating strong storytelling, prioritization, and the ability to handle discussions under pressure
• Operate in a fast-paced environment, effectively managing multiple priorities and deadlines while maintaining high analytical and communication standards

Qualifications

Minimum Qualification(s)

• 3+ years of experience in user research, CX/NPS management, or experience studies, ideally within e-commerce or consumer tech
• Proven track record in managing end-to-end NPS or customer satisfaction programs - from design, execution, and analysis to stakeholder communication
• Strong business acumen with a genuine curiosity to understand business models, commercial priorities, and how user insights can drive measurable impact
• Excellent storytelling and stakeholder management skills, able to communicate insights with clarity and confidence to senior audiences
• Solid understanding of both quantitative and qualitative research methods, and the ability to blend them to explain user motivations behind NPS results
• Highly self-driven, proactive, and collaborative - comfortable reaching out across multiple functions and countries to connect dots and drive alignment

Preferred Qualification(s)

• Skilled in data analysis and synthesis; proficiency in tools such as SPSS, SQL, Python, or R is a strong plus

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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 from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.