Senior Business Analyst (Customer Experience Audit)
About the job
Company Introduction
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 are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading 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 entrepreneurial 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
We are seeking a Senior Business Analyst to join our Cx Audit team at the Taipei office. This team is being established to identify customer experience issues within the Coupang catalog. In this role, you will be responsible for designing, validating, and reporting on customer experience defects, providing leadership with insights to prioritize catalog quality and customer-focused improvement initiatives.
What You Will Do
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Design, develop, and automate reports and dashboards to track and analyze customer experience defects in our catalog.
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Establish and define new metrics inline with customer experience improvement goals
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Improve Cx audit operator efficiency & streamline customer experience audit workflows leveraging data.
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Provide Catalog leadership with comprehensive insights into customer experience defects and trends over time.
Basic Qualifications
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Bachelor’s degree in Business, Information Systems, or a related field. Master’s degree preferred.
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Proficient in using MS Office Excel. Experience with SQL and visualization tools. Python is a plus.
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Fluent in Mandarin and English.
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Minimum of 8 years experience in program management, focusing on audit or quality assurance.
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Strong analytical, strategic thinking, and problem-solving skills.
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Excellent communication and interpersonal abilities.
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Demonstrated experience in e-commerce or similar industries.
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Ability to work in a fast-paced environment and manage multiple priorities.
Preferred Qualifications
Bi-lingual (Ideal candidate would have native fluency in Korean and Mandarin)
