美团Customer Experience Business Analyst (AI-Driven)
任职要求
1.Bachelor's degree or above.
2.At least 8 years of experience in data-related or quantitative fields such as Analytics, Data Science, Statistics, or Mathematics.
3.Proficiency in SQL, Python, or other scripting/programming languages.
4.Experience in handling large datasets and maintaining complex Extract, Transform, Load (ETL) processes.
5.Solid understanding of statistics with hands-on experience in conducting and analyzing controlled experiments, and skilled in creating reports and dashboards.
6.Strong communication and collaborat…工作职责
In our commitment to solve the most pressing challenges for our customers by leveraging data to drive strategic decisions, we seek experienced analysts who can deliver comprehensive data insights to enhance our services for customers, partners, and internal teams. Key responsibilities include: 1.Working With Large Datasets: Independently compile large and intricate datasets, construct, and deploy data models tailored to business or analytical requirements. 2.Collaborate Across Teams: Work with various Business or Operations Teams to grasp issues, conceptualize analytics frameworks, and translate business problems into technical hypotheses. 3.Design & Evaluate Analytical Methods: Develop and recommend analytical methods such as A/B testing, assess model performance, interpret experimental outcomes, and offer data-driven recommendations. 4.In-Depth Analysis & Trend Identification: Conduct thorough analyses of our operations, research market and industry trends, pinpoint emerging patterns and opportunities, and consistently provide actionable business insights via analytics reports and performance dashboards.
1. Data Processing & Modeling Support — Compile and clean large datasets; support the development and maintenance of data models aligned with business needs. Ensure data accuracy and usability for analysis. 2. Cross-Functional Collaboration — Partner with Business, Operations, and Product teams to understand key challenges, frame analytical questions, and translate business problems into measurable hypotheses. 3. Analytical Methods & Experimentation — Support the design and implementation of analytical methods such as A/B testing; assist in evaluating model performance and interpreting experimental results to generate actionable insights. 4. Insight Generation & Reporting — Conduct routine and ad-hoc analyses of operational performance; track market and industry trends to identify patterns and opportunities. Deliver clear, visually-driven reports and dashboards to communicate findings to stakeholders.
We are seeking a Customer Service Team Leader to guide and support a team of Customer Service Agents in delivering exceptional service to our customers, restaurant partners, and delivery couriers. As a Team Leader, you will be responsible for real-time operations, ensuring service levels are met, and providing coaching and support to agents during their shifts. This role is hands-on, operational, and vital to keeping our customer experience smooth and consistent. Key Responsibilities: Supervise a team of agents during assigned shifts, ensuring high-quality service delivery. Monitor real-time queues, workloads, and performance to maintain SLA targets (response time, resolution time, CSAT). Act as the first point of escalation for customer, courier, or restaurant issues before involving the Supervisor. Conduct daily briefings, huddles, and debriefings with the team. Provide on-the-spot coaching, feedback, and support to agents. Ensure adherence to company policies, processes, and scripts. Track and report team shift performance to the Supervisor. Coordinate shift schedules, breaks, and attendance. Support onboarding of new agents and assist in training refreshers. Promote a positive and collaborative team culture during shifts. Identify recurring issues and share insights with the Supervisor for process improvements.
• Focus on end-to-end product solutions, adopt a user-centric perspective, deeply analyze user journeys and experiences across customer journey to identify user pain points, and design product solutions to deliver seamless services. • Drive the establishment of service assurance mechanisms, design end-to-end service solutions, and draft SOP to solve current experience gap and potential customer needs • Ensure continuous improvement of product/FAQ/customer service SOP/Customer experience metrics during the product lifecycle, by leveraging multi-dimensional data (user behavior, business metrics, etc.), and drive end-to-end experience optimization. • Single point of contact for all CX related matters, responsible for an immediate satisfactory resolution of escalated customer complaints • Closely collaborate with stakeholders, and encourage a consumer-centric culture and ensure that "voice of the customer '' is continuously heard within the organization
1. Based on understanding and grasp of the business, conduct overall planning for AlipayHK's business/product experience, service experience, and service operations. As the business liaison for the service team, identify future growth opportunities and risks for the service team based on business development and planning. 2. As the customer's advocate, participate in product PRD and design reviews and acceptance test. From the perspectives of user experience and service team, identify problems and risks in product design, and timely propose requirements related to service systems and data. 3. As the bridge between the service team and business/product/R&D teams, timely and accurately understand product information and conduct service deployment. Conduct service impact assessments for product launches, iterations, major events, business policies and rules, and other significant changes. Design complete service solutions for user service requests and service journey, addressing users' cognitive barriers, usage barriers, and needs/suggestions when accessing products. 4. As the collector and organizer of user feedback, discover obstacles users encounter when using products through research and service data analysis. Find the root causes and specific user needs through in-depth analysis, and promote optimization and improvement of products/processes/self-service solutions through communication, mechanisms, and projects to enhance customer experience. 5. Reconstruct the entire service process and customer experience through AI and other new technologies, driving improvements in operational efficiency and intelligent experience optimization. 6. As the service team liaison, coordinate service resources with various departments to handle high-risk service events such as regulator referred complaints, executive escalated complaints, and external public opinion complaints, including related investigation, resolution, reporting, and optimization implementation.