Associate Manager, Business Analytics & Planning (Customer Experience)

About the Role

We are seeking a highly motivated and hands-on Associate Manager to join our CX Analytics team and act as a key analytical partner within our Customer Experience (CX) team. This role is for a self-starting individual contributor who works independently to translate complex data into actionable insights. You will go beyond just providing reports, actively partnering with stakeholders to solve business problems from a data-analytical perspective, directly shaping the customer journey and influencing strategy.

What you’ll do

• Collaborate with CX stakeholders to analyze performance, derive business insights, and identify opportunities for improvement.
• Independently own and execute high-visibility analytical projects from end-to-end.
• Partner with stakeholders to define key success metrics and work with engineers on tracking and data transformation.
• Design, build, and maintain comprehensive and user-friendly dashboards (Tableau/Google Data Studio) to track performance.
• Analyze the end-to-end customer journey and A/B testing results to identify pain points and influence improvements.
• Strategize with R&D, Product, and other Analytics teams on data collection and infrastructure to inform business decisions.
• Coach stakeholders to become data-fluent in interpreting data and making data-driven decisions.

What you’ll need

• Bachelor's Degree in a quantitative field (Statistics, Economics, Quantitative Analysis, Business Administration, etc.).
• Minimum 4 years of hands-on experience in business intelligence/analytics, strategy consulting, or operations analysis.
• Work experience in e-commerce, startups, OTAs, or tech companies is highly preferred. Exposure to Customer Experience, Customer Support, or Product Analytics is a strong plus.
• Proficiency in programming or analytic tools such as SQL (BigQuery), Python
• Familiar with data visualization tools such as Tableau or Google Looker Studio.
• Robust analytical abilities, capable of offering valuable insights and directing stakeholders on the correct methods for evaluating data, not just producing reports.
• Experience with modern data stack workflows, including data transformation (dbt) and version control (Git/GitLab), is a significant plus.
• Experience in workforce planning analytics and/or applying advanced data modeling to solve complex business problems. Exposure to Generative AI applications in business intelligence is a significant plus.
• Strong ownership & independence: A self-starter attitude, comfortable navigating ambiguous situations, and adept at priority management.
• Track record of successfully driving cross-departmental projects.
• Ability to thrive in a fast-paced, global environment and work with diverse cultural backgrounds.
• Proficient in spoken and written English and Mandarin