Senior Data Analyst - Chatbot
The Data Science team drives the growth of Shopee by using scientific methods to power key business processes, and elevate our business models based on a deep understanding of the business strategy. We aim to serve our users better via best practices in AI Technology and Data Science Products and Services. This includes computer vision, natural language processing, general machine learning, knowledge graph, optimisation and more. Browse our Data Science team openings to see how you can make an impact with us.
About the Team:
At Shopee, we are developing the-state-of-the-art technology to satisfy the needs of our millions of customers everyday. More importantly, we have been building customer service chatbots to automatically answer customersâ€™ questions and solve their problems and concerns. Being the first contact point for the customers when they need help, the chatbot becomes part of customers' e-commerce experience that Shopee takes very seriously.
- Coordinate and work with data engineers and data scientists to optimise the data flow from raw data into data marts
- Build integrated and accurate metrics system and generate data reports for business insights and strategy decisions for the chatbot project
- Proactively engage stakeholders and product teams to ensure that all data is up to date according to the latest feature developments
- Design and create Business Intelligence self-service tools (collaborate with the development team), such as data querying robot, data alert system, dashboards, etc. to improve analysis efficiency and help product managers to improve core metrics.
- Analyse performance, test, learn and iterate chatbot models, and end user feedback
- Review and present performance to stakeholders and work on improvements
- Research and build novel data-driven system, like chatbot's pre-warning system, with engineers & PMs to add value to the stakeholders
- Bachelor degree or higher in Computer Science, Information Systems, Engineering, Business Analytics, Statistics or equivalent commercial experience in Linguistics, Human Computer Interaction, AI, NLP, etc.
- At least 2 years of relevant work experience in business intelligence, business data analysis, comparable experience in other data-drive environment
- Passion for innovation in customer service using digital and non-traditional methods
- Experience of acting under own initiative to ensure projects stay on-track and on-budget
- Articulate and empathetic in all types of communication, able to handle bad news and to rectify complex situations
- Highly proficient in Excel and hands-on experience with large amounts of data using SQL, Python, Pyspark and the Hadoop ecosystem
- Strong Presentation Skills
- Experience in e-commerce or the internet industry
- Experience with AI and Natural Language Processing technologies such as Google DialogFlow or other chat bot products is a plus
- Experience on chatbot and/or any NLP solutions is a plus
- Prompt scripting, like python and R, and persona design
- Strong attention to detail
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