TikTok Shop - Customer Experience Business Analytics Analyst

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our selling partners. The US and Global Customer Experience Team is part of the GNE organization. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience.

• 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.

Minimum Qualification(s) - Bachelor’s degree or above. - Possess basic data processing and analytical skills, proficient in Excel (PivotTables, functions, etc.), SQL, capable of data visualization and dashboard construction. - Have a genuine interest in buyer experience, customer service and data automation within the e-Commerce industry, with strong business acumen and logical reasoning skills. - Strong teamwork and execution skills; meticulous and rigorous at work, able to efficiently complete tasks assigned by the team.

Preferred Qualification(s) - Majors including Computer Science, Statistics, Mathematics, Accounting, Business Analytics and other related quantitative fields. - Candidates who leverage AI tools to boost work efficiency will be given priority.