AI-Driven CX Analytics Analyst

TikTok; San Jose (CA); On-site; USD 77,000 - 128,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Parental leave

Disability coverage

Life insurance

Wellbeing program

Paid time off

Job summary

TikTok Shop is seeking a Customer Experience Business Analytics Analyst in San Jose to transform customer service data into actionable insights. You will build dashboards, optimize data assets, and explore AI-driven analyses to improve buyer experience and operational efficiency.

Collaborate with global teams to translate business questions into data solutions, support service strategies, and drive decisions with rigorous analytics.

Qualifications

• Bachelor’s degree or above.
• Proficient in Excel, SQL, and data visualization.
• Ability to build dashboards and analyze data for customer experience.

Responsibilities

• Understand business needs and improve the data infrastructure for customer service and experience operations. Build and optimize data dashboards from a user-centric perspective; sort out data assets to lower cross-team data acquisition costs; advance the development of automated data processing and transformation capabilities to cut manual workload.
• Explore AI capabilities to address business and operational pain points. Build automated analysis, anomaly detection, and root-cause diagnosis tools to help business teams identify issues faster, understand key drivers, and improve decision-making efficiency.
• Develop in-depth understanding of business challenges and translate data into actionable solutions. Conduct special analyses covering buyer experience, service strategies, Chatbot development, regional operations, workforce efficiency improvement, budget management and other areas.
• Partner with business teams to structure key business problems and translate data into clear insights and actionable recommendations.

Skills

Excel

SQL

Data Viz

Dashboards

Analytical Thinking

Education

Bachelor's degree

Job description

TikTok Shop is seeking a Customer Experience Business Analytics Analyst in San Jose to transform customer service data into actionable insights. You will build dashboards, optimize data assets, and explore AI-driven analyses to improve buyer experience and operational efficiency.

Collaborate with global teams to translate business questions into data solutions, support service strategies, and drive decisions with rigorous analytics.