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Product Analyst (Customer Experience)

Coupang

Coupang

IT, Product, Customer Service
Seoul, South Korea
Posted on Wednesday, June 26, 2024

Customer Experience Analyst for Search and Discovery

Description

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant and reliable force in South Korean commerce.

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been at since our inception. We are all entrepreneurs surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day.

Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.

Role Overview

Coupang is looking for an enthusiastic Customer Experience Analyst who acts as a “customer in the room” to join our Search and Discovery (“S&D”) team. As a Customer Experience Analyst for Search and Discovery Team, this person will work directly with senior leaders, Product Managers, Data Analysts, and many engineers located across the globe. Most of the time, you will collaborate with the S&D team members in the Asia time zone. Most about the job is about understanding customer problems, status analysis and finding opportunities, through detailed query analysis, case study and evaluations. You will need to dive deep into real world user queries, trying to understand user intent and context, analyze root causes, identify patterns and opportunities where we can make a difference

The candidate is expected to be a fast learner with experience working with little to no guidance using sound judgement in a fast paced, goal-oriented, and ever-changing work environment. They will also have strong prioritization abilities to complete a high volume of complex tasks autonomously, and a history of establishing mechanisms to simplify or streamline processes and establish structure. The ideal candidate will be a ruthless problem solver with the demonstrated ability to communicate and respond effectively and efficiently while maintaining flexibility, and most importantly grace under pressure.

Responsibilities

  • Analyze the quality of search results, starting from understanding the customer intent (semantic intent and not just literal meaning of the key words) behind the search query (including and cultural context), evaluating whether top search results satisfy the search intent, identifying defects and customer pain points
  • Actively utilize analytics/debugging tools to understand the root causes of search defect (search defect: a case that search result does not satisfy customer intent) , properly categorize and work with engineers to analyze root causes
  • On behalf of the customer, by actively bringing customer voice in the discussion, drive the user experiment improvement
  • Training and evaluation data quality is important to machine learning models, this role would be responsible for managing data labeling tasks, working with in-house labeling team and outside vendors to ensure the productivity and quality

Preferred Qualifications

  • Strong data-driven problem solver who keeps asking why until fully understanding the root causes
  • Ability to work well collaboratively and under pressure. Proven attitude to move with urgency
  • Willingness to learn up-to-date search technologies and understand how search system works
  • Detail-oriented, ability to complete work assignments with high quality
  • Fluent in working with data using Excel
  • Work experience in eCommerce companies is a strong plus
  • Familiar with Taiwan culture, users and market is a strong plus
  • Work experience in these areas is a plus: search quality, data labelling, content moderation, product analysis

Basic Qualifications

  • Strong written and verbal communications in English
  • BA/BS Degree
  • Minimum of three years of work experience
  • Experience working globally for a large, tech, and/or start-up company is a plus
  • Language skills, fluent spoken English is required, Chinese is a strong plus