Product Analyst

Hepsiburada (NASDAQ: HEPS); Sancaktepe; On-site; TRY 80,000 - 120,000; Full time

Job summary

Hepsiburada, Türkiye's leading e-commerce platform, is seeking a Customer Experience Analyst to work with Product, IT, and Operations teams. You will analyze the current customer experience, map journeys, and design proactive flows backed by data to reduce tickets and improve KPIs.

The role requires a Bachelor's degree, 3+ years of relevant experience, strong analytical skills, and proficiency with Excel, PowerPoint, and SQL. English and cross-functional collaboration are essential for success.

Qualifications

• Bachelor's degree in related field
• At least 3 years of experience in the relevant field
• Strong analytical thinking skills to extract insights from data
• Excellent communication and collaboration with cross-functional teams
• Proactive, detail-oriented, solution-driven mindset
• Advanced proficiency in MS Excel and PowerPoint
• Knowledge of SQL is preferred
• Good command of English is preferred

Responsibilities

• Analyze the current customer experience (as-is) and co-design the ideal experience (to-be) with Product teams, guided by customer insights and data
• Map the customer journey, identify systemic root causes that negatively impact operational KPIs and customer experience, and lead the implementation of permanent solutions
• Examine in-app user behaviors using data analysis tools to design proactive flows that resolve issues before they turn into customer tickets
• Determine the requirements for the Customer Service integration of new products and services; take an active role in the analysis, design, and testing phases
• Clearly communicate the needs of Customer Service to Product and IT teams, ensuring seamless alignment across cross-functional teams
• Monitor technological trends (AI, RPA, Chatbots, etc.) that can be integrated into our processes, conduct feasibility studies, and develop innovative projects

Skills

Analytical thinking

Cross-functional collaboration

Communication

Problem solving

Education

Bachelor's degree in related field

Tools

MS Excel

MS PowerPoint

SQL

Job description

At Hepsiburada, we are driven by our mission to improve people's lives by developing innovative products and services. Prioritizing customer satisfaction, we offer over 280 million products across more than 30 categories. Through our marketplace model, we bring together over 100,000 businesses. With Türkiye’s and the region's largest Smart Operations Center, industry-leading R&D initiatives, and innovative solutions, we contribute significantly to the growth of the e-commerce ecosystem. For the past two years, we have proudly held the title of Türkiye's most recommended e-commerce platform.

Through our innovative services like HepsiJET, Hepsipay, HepsiLojistik, HepsiAd, and Hepsiburada Global, we create value for all our stakeholders. Committed to harnessing technology for social benefit, our “Technology Empowerment for Women Entrepreneurs” program has connected thousands of women entrepreneurs with e-commerce, supporting their growth. Our goal is to leverage digitalization and e-commerce to enable greater economic participation.

With 25 years of experience driven by innovation and entrepreneurship, we proudly continue our journey as “Türkiye’s Hepsiburada” and the first and only Turkish company representing Türkiye and listed on NASDAQ, the world's leading technology exchange.

For our colleagues, we offer a work environment that supports creating together and adding more meaning to our work. As a team full of opportunities, we are happy to develop, produce and succeed together.

If you want to be part of a team that creates value for everyone and improves people’s livesthrough innovative products and services—and contribute to exciting success stories,the future starts here.

Our Requirement

• Bachelor's degree from related university departments
• At least 3 years of experience in the relevant field
• Strong analytical thinking skills with the ability to extract meaningful insights from data and turn them into actionable business results
• Excellent communication and collaboration skills to work effectively with cross-functional teams (Product, IT, Operations)
• Proactive, detail-oriented, and solution-driven mindset
• Advanced proficiency in MS Excel and PowerPoint
• Knowledge of SQL is preferred
• Good command of English is preferred

Your Responsibilities

• Analyze the current customer experience (as-is) and co-design the ideal experience (to-be) with Product teams, guided by customer insights and data
• Map the customer journey, identify systemic root causes that negatively impact operational KPIs and customer experience, and lead the implementation of permanent solutions
• Examine in-app user behaviors using data analysis tools to design proactive flows that resolve issues before they turn into customer tickets
• Determine the requirements for the Customer Service integration of new products and services; take an active role in the analysis, design, and testing phases
• Clearly communicate the needs of Customer Service to Product and IT teams, ensuring seamless alignment across cross-functional teams
• Monitor technological trends (AI, RPA, Chatbots, etc.) that can be integrated into our processes, conduct feasibility studies, and develop innovative projects