Customer Experience Analyst

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. 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. All information provided by applicants will be treated in strict confidence and used only for the recruitment purpose in accordance with employer's data policies. #J-18808-Ljbffr