Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Drive customer insights and improve user experience through data analysis and strategic recommendations.
- Company: Join TikTok, a global leader in short-form mobile videos, fostering creativity and joy.
- Benefits: Enjoy a diverse workplace with opportunities for growth, learning, and impactful work.
- Why this job: Be part of a dynamic team that values innovation and makes a real difference in customer experience.
- Qualifications: BA/BS degree or equivalent experience; strong data analytics and problem-solving skills required.
- Other info: Experience in eCommerce and global service launches is preferred.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Service Insights (SI) Program Manager within the Global E-Commerce\’s Governance and Experience (GNE) and Service and Support Center (SSC) teams. The SI team focuses on identifying gaps and opportunities through VOC and VOB analysis, driving cross-functional problem solving, product revamps, and strategy enhancements to create a trustworthy and delightful e-commerce experience for buyers, sellers, and creators.
Responsibilities
- Drive a comprehensive \”Voice of the Customer/Business/Creators\” strategy and define methods to align service insights with in-depth user analyses to understand and predict user behavior.
- Develop an intelligence and business insight strategy based on analysis of customer inputs and satisfaction scores. Present results to leadership with actionable recommendations to improve customer experience.
- Create communications and define integration processes for service insights into cross-functional action plans; establish ongoing tracking and reporting.
- Navigate ambiguity in a fast-changing environment with a proven ability to thrive in a matrix organization.
- Provide innovative solutions to improve customer satisfaction with country/region refinements at a global level.
- Lead the development of strategy and vision for multiple areas, influencing key internal and external stakeholders.
- Present and report key business outcomes with measurable data and customer voices to senior management to align on executive plans.
- Collaborate with internal and external teams (e.g., Experience, Governance, Service Delivery, Operational Excellence, Product) to ensure project delivery and successful cross-functional collaboration.
Qualifications
- Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Experience managing complex data analytics and related business metrics.
- Experience working cross-group and cross-level with all levels of management.
- Experience in problem solving, issue-resolution, ability to work in a deadline-driven environment, attention to detail, and multitasking.
- Preferred Qualifications
- Experience in global service launches, especially in new market kickoffs.
- Passion for customers and designing/implementing experience KPIs and other measures.
- Ability to balance experience and growth and drive planning and execution of initiatives across a global organization.
- Ability to advocate and influence without direct ownership; cross-group and cross-level collaboration.
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
- Strong ownership and team player mindset with focus on delivering high-quality results.
- Experience in eCommerce or marketplace platforms.
About TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok\’s global headquarters are in Los Angeles and Singapore, with offices worldwide.
Why Join Us
Inspiring creativity is at the core of TikTok\’s mission. Our innovative product helps people express themselves, discover, and connect. Our diverse teams collaborate to create value for communities, inspire creativity, and bring joy. We embrace curiosity, humility, and a data-driven mindset to make an impact in a rapidly growing tech company.
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 globally and so does our workplace. We celebrate diverse voices and strive to reflect the communities we reach.
#J-18808-Ljbffr
TikTok Shop- Service Insights Associate employer: TikTok
Contact Detail:
TikTok Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land TikTok Shop- Service Insights Associate
✨Tip Number 1
Familiarise yourself with TikTok's current strategies and initiatives related to customer insights. Understanding their approach will help you align your experience with their goals and demonstrate your knowledge during discussions.
✨Tip Number 2
Network with professionals in the eCommerce and marketplace sectors, especially those who have experience with TikTok or similar platforms. Engaging with these individuals can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data analytics to drive customer satisfaction improvements. Highlighting measurable outcomes from your past experiences will showcase your ability to deliver results.
✨Tip Number 4
Stay updated on trends in customer experience and service insights, particularly in global markets. Being knowledgeable about the latest developments will allow you to contribute innovative ideas during interviews.
We think you need these skills to ace TikTok Shop- Service Insights Associate
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the TikTok Shop - Service Insights Associate position. Understand the key responsibilities and qualifications required, as this will help you tailor your application effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasise any experience you have with data analytics, customer insights, or eCommerce platforms. Use specific examples that demonstrate your ability to manage complex data and influence stakeholders.
Showcase Problem-Solving Skills: Provide examples in your application that illustrate your problem-solving abilities and attention to detail. Mention situations where you've navigated ambiguity or worked in a fast-paced environment, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also conveys your passion for customer experience and your understanding of TikTok's mission. Make sure to connect your skills to the specific needs of the role and the company culture.
How to prepare for a job interview at TikTok
✨Understand the Voice of the Customer
Familiarise yourself with the concept of 'Voice of the Customer' and how it applies to TikTok's service insights. Be prepared to discuss methods for gathering and analysing customer feedback, as well as how you would present actionable recommendations to leadership.
✨Showcase Your Data Analytics Skills
Highlight your experience with complex data analytics and business metrics. Be ready to provide examples of how you've used data to drive decisions and improve customer satisfaction in previous roles.
✨Demonstrate Cross-Functional Collaboration
Prepare to discuss your experience working across different teams and levels of management. Emphasise your ability to influence stakeholders and lead strategy development, especially in a matrix environment.
✨Communicate Effectively with Senior Executives
Practice articulating your ideas clearly and confidently, especially when discussing key business outcomes. Show that you can engage with senior management by presenting measurable data and customer insights in a compelling way.
