Responsibilities
About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a Regional Business Analyst to work on post-purchase initiatives that can help to strengthen consumer trust and loyalty with the platform.
Responsibilities:
- Conduct deep-dive analyses on key buyer experience challenges, particularly in the aftersales process, to identify pain points and improvement opportunities.
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- Monitor, audit, and analyze post-purchase interactions, including returns, refunds, disputes, and customer support effectiveness, to enhance buyer satisfaction.
- Develop and implement processes to streamline aftersales workflows, ensuring a seamless, customer-centric resolution experience.
- Define key performance metrics and build robust reporting models to track buyer experience trends, operational effectiveness, and the impact of implemented solutions.
- Provide data-driven insights and recommendations on optimizing platform policies and processes to improve trust, transparency, and buyer confidence.
- Collaborate cross-functionally with product, operations, and customer service teams to drive improvements in tools, policies, and experience design.
- Design and execute strategic initiatives to enhance the overall buyer journey, balancing policy enforcement with positive user experiences.
Qualifications
Minimum Qualifications:
- At least 3+ years of experience in eCommerce, Buyer Experience, Customer Insights, Data Analytics, Business Strategy, or Operations in a tech-driven environment.
- Strong understanding of eCommerce buyer journeys, including post-purchase experiences such as refunds, disputes, and service escalations.
- Bachelor's degree or above in Business Analytics, Data Science, Computer Science, Statistics, or a related field.
- Strong data analysis skills, with experience working through complex datasets to derive actionable insights.
- Excellent communication and stakeholder management skills, with the ability to translate data-driven findings into business strategies.
- Strong attention to detail and ability to notice discrepancies in data.
- Experience with SQL and analytical tools (SAS, R, Python) is required.
Preferred Qualifications:
- Experience with AI, machine learning, or customer experience analytics is a plus.
- Ability to work in a matrixed organization, driving cross-functional and cross-regional collaborations.