Customer Experience Analyst, Aftersales

About the Team 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. This role sits within the EMEA E-Commerce Governance and Experience team. This team is responsible for ensuring our marketplace is engaging, safe and trustworthy for not only users, but also sellers and creators. We put the customer at the heart of our business and work on policies, rules, products and systems to ensure a best in class customer experience. About the Role We're looking for a data driven customer experience program analyst to join our growing EMEA team. In this role, you’ll work with colleagues across TikTok Shop to help identify problems and opportunities to improve the customer aftersales experience. This includes returns, refunds and cancellations. You’ll analyse data and build business cases to improve our product, process and/or policy for aftersales. We operate in a multi-sided marketplace and balance the needs of our customers (buyer), sellers and creators. Therefore, to be successful in this role you’ll need to have strong judgement, analytical problem solving and detailed planning skills. You’ll also need to have strong data and communication skills as you’ll use data driven business cases to align with a wide variety of stakeholders. Key Responsibilities Own end to end customer aftersales journeys, this could be within returns, refunds or cancellation. Build the vision and plan to ensure customers can quickly and easily access returns, refunds and support from the right channel. Own key aftersales metrics and analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform business strategies, project prioritization and decision-making. Triangulate findings and insights from across different sources to scope out key customer problems and collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and negotiate project timelines and resources. Own project and product plan for implementation, including writing out Business Requirements Documents (BRDs) ensuring that all interdependencies are identified and tracked to schedule. Manage go to market (GTM) to successfully launch new products and policies and track post launch impact. Advocate for the customer's best interest and align cross-functional stakeholders, including marketing, product, logistics, sales to deliver initiatives to improve customer satisfaction and retention. Analyse data, identify key areas for improvement and translate into clear, concise, and impactful insights that inform the business strategy and project prioritization in the Business Requirements Document. Minimum Qualifications 2+ years of experience in Analysis, Strategy, Project or Program Management for Customer Experience in an e-commerce, marketplace or consumer focused environment. Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action. Strong communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight. Preferred Qualifications Comfort working in a fast paced, ambiguous and high growth environment. Experience working cross-functionally in a global working environment. Proficient in analysis capability and tools (SQL, Excel) for data analysis and reporting. 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. #J-18808-Ljbffr