Shop - Customer Experience Analyst, Loyalty & Trust, EMEA

Responsibilities
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:

In this role, you'll use data and customer feedback to scope opportunities to improve the buyer's end-to-end experience, particularly in buyer support and trust recovery. You will build data driven business cases and work closely with cross-functional stakeholders to implement customer centric solutions to our user benefits related product features, customer service, and communications.

To be successful in this role, you will need to have strong analytical and problem solving skills.

Key Responsibilities Include:

• 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.

• Triangulate findings and insights from across different sources to scope out key customer problems.

• Collaborate with cross functional teams and key stakeholders to gather requirements, design best fit solutions, and inform project timelines and resources needed.

• Act as a SME for buyer support and trust recovery programs, providing feedback to internal stakeholders (in Buyer Support and Trust Recovery).

• Support the development of the CX team's internal knowledge management tools to build organizational capacity.

Qualifications
Minimum Qualifications

• 1+ years of experience in Analysis, Strategy, Product or Program Management in Customer experience.

• 1+ years of experience in an ecommerce or marketplace business.

• Bachelor's degree or Master's degree (or equivalent practical experience)

• 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

• Experience in data analytics, SQL

• Experience in and understanding of customer fulfillment and delivery experience in e-Commerce.

• Strong interpersonal and relationship-building skills. Ability to interact with cross cultural stakeholders.

• Experience working in a fast paced, ambiguous and high growth environment.

• Collaboration skills working cross functionally in a global working environment.

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.​