About The Role
We are seeking a highly motivated and hands-on Associate Manager to join our CX Analytics team and act as a key analytical partner within our Customer Experience (CX) team. This role is for a self-starting individual contributor who works independently to translate complex data into actionable insights. You will go beyond just providing reports, actively partnering with stakeholders to solve business problems from a data-analytical perspective, directly shaping the customer journey and influencing strategy.
What You'll Do
- Collaborate with CX stakeholders to analyze performance, derive business insights, and identify opportunities for improvement.
- Independently own and execute high-visibility analytical projects from end-to-end.
- Partner with stakeholders to define key success metrics and work with engineers on tracking and data transformation.
- Design, build, and maintain comprehensive and user-friendly dashboards (Tableau/Google Data Studio) to track performance.
- Analyze the end-to-end customer journey and A/B testing results to identify pain points and influence improvements.
- Strategize with R&D, Product, and other Analytics teams on data collection and infrastructure to inform business decisions.
- Coach stakeholders to become data-fluent in interpreting data and making data-driven decisions.
What You'll Need
- Bachelor's Degree in a quantitative field (Statistics, Economics, Quantitative Analysis, Business Administration, etc.).
- Minimum 4 years of hands-on experience in business intelligence/analytics, strategy consulting, or operations analysis.
- Work experience in e-commerce, startups, OTAs, or tech companies is highly preferred. Exposure to Customer Experience, Customer Support, or Product Analytics is a strong plus.
- Proficiency in programming or analytic tools such as SQL (BigQuery), Python
- Familiar with data visualization tools such as Tableau or Google Looker Studio.
- Robust analytical abilities, capable of offering valuable insights and directing stakeholders on the correct methods for evaluating data, not just producing reports.
- Experience with modern data stack workflows, including data transformation (dbt) and version control (Git/GitLab), is a significant plus.
- Experience in workforce planning analytics and/or applying advanced data modeling to solve complex business problems. Exposure to Generative AI applications in business intelligence is a significant plus.
- Strong ownership & independence: A self-starter attitude, comfortable navigating ambiguous situations, and adept at priority management.
- Track record of successfully driving cross-departmental projects.
- Ability to thrive in a fast-paced, global environment and work with diverse cultural backgrounds.
- Proficient in spoken and written English and Mandarin
