Voice of Customer Lead, AMS Governance and Experience

Posted 15 April 2024
Salary 139650-256500
Job type Permanent
Discipline Technology Sales
Contact NameAnna Genova

Job description

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imagination thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

E-commerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users, but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. As the Voice of the Customer lead, you will be highly data-driven and accountable for the collection and reporting of end-to-end customer satisfaction, feedback and metrics. The quality of our businesses (sellers) and their products is a critical pillar to ensure our mission of providing high-quality products, fast and convenient fulfillment experience, and good seller services.

Who We're Looking For
- Define and implement our customer listening strategy to ensure we are collecting both qualitative and quantitative feedback on their entire end-to-end shopping experience. This includes discovery, purchase, fulfillment, returns, refunds and customer contact.
- Hire and lead a team to build and scale the Voice of the Customer function and analytics.
- Create and activate customer and seller personas; providing recommendation to ensure teams are using relevant personas in their working processes. Cross reference against the data to uncover and aggregate the most compelling insights
- Continually strive to understand whether customers have everything they need from us at each stage of the shopping journey. Use customer insights to tell effective stories that drive strategic process and technology improvements.
- Strong knowledge of qualitative research and quantitative research design, particularly in the translation of those insights into meaningful recommendations Segment and persona driven approach to tell a comprehensive narrative and pain points.
- Collaborate with Customer Contact and Support teams to analyze their data (e.g., live call, chat, reviews, comments, reason codes). Use data analysis tools and techniques to process the large datasets effectively. Analyze customer feedback and sentiment to identify trends, patterns, and potential issues.
- Generate regular and ad-hoc reports to communicate key insights and findings to collaborators. Provide concrete recommendations to relevant teams for addressing customer needs and challenges. Develop data visualizations, charts, and graphs to present data in a concise and understandable manner.
- Monitor customer feedback trends over time and track the impact of implemented improvements. Suggest improvements to data collection and analysis processes to improve the effectiveness of VoC programs.
- Bachelor's degree in Marketing, Business, Marketing, Statistics, Data Science, or a related field.
- At least 5 years customer feedback platforms and VoC programs or related insights experience
- 3+ years of people management experience in managing multi-cultural/multi-location teams
- Experience using data and metrics to measure impact and determine improvements
- Experience conceiving, coordinating, analyzing and disseminating qualitative and quantitative research projects

Preferred Qualifications
- Graduate degree in business, marketing or related field
- Experience with UX design with apps, e-commerce or transactional websites
- Experience with post-purchase experiences that include fulfillment, returns, refunds
- Experience with customer contact and support services teams/functions
- Marketplace retail experience with third party (3P) sellers/merchants and fulfillment models
- Proficiency in data analysis, preferably with a focus on customer data and insights

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected]