Job Description

Customer Experience Analyst, Loyalty and Support
PCD330219
Full-time

Job Description
Customer Experience Analyst, Loyalty and Support

About the Role:

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

About the organisation

The organisation is the leading destination for short-form mobile video. At the organisation, our mission is to inspire creativity and bring joy. the organisation's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, the organisation, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
​

About the team
This role sits in our Governance and Experience team. In this role, you will 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.

Why Join?

Inspiring creativity is at the core of the organisation'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 are 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.
​

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 an 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.
Minimum the organisation
• 1+ years of experience in Analysis, Strategy, Product or Program Management in Customer experience.
• Solid work experience in an ecommerce 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
• Good verbal and written communication skills with the ability to impact business decisions and influence technical and non-technical audiences through analytical insight is required
Preferred the organisation
• 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.