Customer Experience Analyst

About the Company

YesStyle.com is a leading global online retailer that specializes in Korean and other Asian beauty, fashion and lifestyle products. Along with our sister company AsianBeautyWholesale.com which serves as a B2B distribution platform, we bring over thousands of brands to millions of customers worldwide. Learn about us at https://www.yesstyle.com/en/about-us/company-overview.html.

Objective of the Position

As a Customer Experience Analyst Associate within the Strategy and Planning department, you will be instrumental in understanding and optimizing the end-to-end customer journey. You will analyze customer behavior, operational performance, and feedback data to identify pain points and opportunities that enhance customer satisfaction and loyalty. By combining data analytics with a deep customer-centric mindset, you will help shape strategies that deliver exceptional experiences across all touchpoints and drive long-term customer retention.

What You'll Do?

Customer Journey Analysis

• Develop and maintain detailed customer journey maps to identify critical touchpoints, pain points, and opportunities for improvement across the entire customer lifecycle

• Track and benchmark key customer experience metrics to measure performance against internal targets and external industry standards

• Evaluate and refine our customer feedback strategy for analyzing satisfaction metrics (e.g NPS/CSAT)

• Analyze customer feedback from multiple channels including Trustpilot reviews, support tickets, and social media interactions to extract actionable insights

• Conduct sentiment analysis and thematic analysis on customer reviews to understand key drivers of satisfaction and dissatisfaction

Customer Experience Dashboard and Performance Monitoring

• Develop, manage, and own the Customer Experience Dashboard to provide visibility into key metrics, trends, and actionable insights for stakeholders

• Monitor and analyze order lead times and delivery performance to ensure commitments are consistently met and exceeded

• Evaluate the timeliness and effectiveness of customer communications throughout the order lifecycle (order confirmation, dispatch, delivery updates)

• Automate analytical workflows and build repeatable processes to improve efficiency and enable self-service insights across the organization

Insight Generation and cross-functional team collaboration

• Collaborate with Operations, Customer Service, and Marketing teams to implement data-driven experience improvements

• Provide evidence-based recommendations to reduce customer churn, improve retention, and enhance satisfaction scores

What You Have?

• A university degree in Business Analytics, Psychology, Marketing, Data Science, Communications, or a related field

• 2-3 years of work experience in customer experience analysis, customer insights, data analytics, or related roles

• Prior exposure to e-commerce industry is preferred

• Strong goal-oriented mindset with ability to prioritize tasks and initiatives based on business impact and strategic alignment

• Commitment to data-driven decision-making balanced with customer research and qualitative insights

• Proactive mindset in identifying opportunities to exceed customer expectations and delight end users

• Growth mindset and willingness to learn new tools, techniques, and industry knowledge

What You'll Enjoy?

• 5 Days Work

• Dynamic, International Cultural & Friendly Workplace

• Performance Bonus 

• Medical / Dental Insurance

• Staff Purchase Discount Program

• Training Programs

• Team Member's Wellness Program

• Annual Leave, Full Pay Sick Leave, Birthday Leave, Examination Leave

Why YesStyle?

• Be part of the international company with offices around the globe: Hong Kong, Seoul, Berlin, and Tokyo

• Employee discount on the whole product assortment of YesStyle

It is now time to find your yes!

Interested parties please apply by clicking "Quick apply" with a full resume stating the latest and expected salary.

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