Product Analyst: Customer Experience & Data-Driven Insights

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

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.