小米Senior Customer Insights Analyst – Automotive

You will be responsible for creating security policies and processes for 13 countries around the globe. This entails market analysis, alignment with senior stakeholders, and multinational collaboration to generate insights guiding the effective design and implementation of policies ensuring user protection and trust on the platform. 1. Create and improve the procedures, rules, standards, and related products of IBG safety case handling. 2. Responsible for the creation and implementation of safety case classification, case judgment, control policy, and appeal standards. 3. Responsible for organizing public committees to continuously optimize rules and policy, creating fair, just, and transparent rules. 4. Conduct safety operation data analysis and case review regularly, and propose optimization plans.

1.基于业务目标要求，制定长短期补贴投入规划，统筹业务方补贴策略保障规划落地； 2.搭建获客投放的效率评估机制，调优资源分配，牵引业务迭代策略； 3.剖析用户交易行为，洞察不同补贴工具/补贴项目对交易增长的驱动作用，调优补贴分配，牵引业务策略迭代； 4.负责各类资源项目的效率评估，关注新工具的潜力，找到高效投入的机会点； 5.参与重要补贴项目的目标制定、实验设计、过程监控、效率及效果评估，推动项目按规划落地。 Job Responsibilities: 1. Develop long and short term subsidy investment plans based on business objectives and coordinate subsidy strategies to ensure plan implementation; 2. Build an efficiency evaluation mechanism for customer acquisition, optimize resource allocation, and drive business strategy iteration; 3. Analyze user transaction behavior, gain insight into the impact of different subsidy tools/promotions on order growth, optimize subsidy allocation, and drive business strategy iteration; 4. Responsible for efficiency evaluation of various resource projects, monitor the potential of new tools, and identify opportunities for efficient investment; 5. Participate in goal setting, experimental design, process monitoring, efficiency and performance evaluation of key subsidy projects to ensure project implementation as planned.

Evaluation & Monitoring: Systematically monitor and evaluate agent interactions across email, chat, and voice calls against established quality standards and performance metrics. Identify failures and potential failures to recommend action plans/preventive actions and communicate results to the team. Analyze root causes for errors and collaborate with relevant teams to implement corrective and preventive measures. Coaching & Feedback: Provide timely, objective and constructive feedback to agents based on conducted evaluation results, highlighting strengths and areas needing improvement. Participate in coaching sessions to enhance agent skills and knowledge. Conduct regular calibration sessions to ensure consistent quality assessment across the teams. Quality Assurance Contribution: Contribute to the development and maintenance of quality assurance standards, evaluation rubrics, and best practices. Identify trends and patterns in agent performance and customer interactions to recommend process improvements. Be up-to-date with all the changes and provide on the floor support to operations if needed. Analyze complaints & DSAT to identify root cause & drive improvements. Training Support: Collaborate with the training team to identify training needs based on quality monitoring findings and contribute to the development of training materials and programs. Work closely with the training team to help improve new hire quality. Performance Reporting: Present findings and insights to management, highlighting key areas for improvement. Generate regular reports on quality metrics, fatal error rates, agent performance trends, and customer satisfaction scores. Compliance & Best Practices: Ensure compliance with industry standards, company policies, and regulatory requirements for all audited interactions. Promote a culture of quality, accountability, and continuous improvement within the customer service function.

In this role, you will be a part of the Global Business Operations team, with a particular focus on Retail Customer Care performance and decision support. Using data and quantitative techniques, the decision support team acts as a consultant to provide insights and recommendations to drive operational performance improvement at vendor and Apple contact center sites. The successful candidate will identify business problems and translate those into analytical questions, and perform thorough descriptive / predictive analysis of contact center operational metrics to advise Retail Customer Care management on operational processes and programs efficiency. The candidate should possess proven intuition for business, strong quantitative and technical background and have excellent communication skill to influence and establish relationship with wide range of cross-functional team members. RESPONSIBILITIES: Lead weekly and quarterly business reviews with collaborators and drive operational improvements by supervising primary critical metric performance across demand, staffing and quality. Perform quantitative analysis to identify trends, correlations and root causes affecting key performance indicators from achieving established goals. Based on data insights collaborate closely with site lead, area managers and vendor managers to adjust strategies and actions. Apply statistical techniques on large disparate data sources to develop automated quantitative models that will forecast quarterly critical metric targets for operational teams. Collaborate with business leaders to incorporate upcoming program change impact into the model to generate critical metric targets that align with strategic business goals, driving motivation and efficiency within operational teams. Conduct ad-hoc analyses using both structured and unstructured data and implement A/B tests to evaluate ROI and customer experience impact of staffing strategies, support case creation and evaluate efficiency of new programs. Design data models for automated reports and develop dashboards using industry standard visualization tools such as Tableau to supervise key trends of metrics and generate insights on demand, staffing and quality performance.