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Operations Strategy and User Experience Analyst
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The User Experience Strategist role leads the identification and resolution of operational problems impacting business metrics and customer experience. This position collaborates with product and operations teams to optimize service processes and standard operating procedures (SOPs), driving cost-effective, scalable support for creators, users, and partners.
Key Responsibilities- Identify issues affecting customers by working with stakeholders and performing rigorous data analysis to improve the user experience.
- Collaborate with product and operations teams to establish new service processes and regularly update and optimize SOPs to reduce user pain points and improve service experience.
- Independently scope and execute projects to enhance the customer support experience, including developing high-quality tools and moving business metrics.
- Collect, analyze, and interpret customer service data to provide key business insights, identify trends, and uncover opportunities for improvements.
- Communicate and coordinate with internal and external stakeholders globally, establishing regular, seamless cross-functional workflows.
- Bachelor's degree or above in a relevant field such as psychology, economics, statistics, mathematics, journalism, or similar fields.
- At least 4 years of work experience with a fast-moving team and organization.
- Experience tackling complex business challenges with strong logical thinking and the ability to handle complexity.
- Knowledge of customer experience principles, user research methodologies, project management, and cross-functional stakeholder management.
- Excellent data analysis, analytics execution, and written/spoken communication skills; ability to present complex data clearly to stakeholders at all levels.
- Proven track record of creating reports and visualizations that deliver insights and recommendations.
This role offers a unique opportunity to make a meaningful impact on the customer experience. If you are passionate about delivering exceptional results and have a proven track record of success, we encourage you to apply.
OthersPlease note that this job description is not intended to be an exhaustive list of responsibilities. We are looking for a talented individual who can contribute to our team's success and help drive business growth.
