岗位职责
Key Roles and Responsibilities This position is created to support the strategic growth aspirations of Trip.com services. The primary responsibilities include analyzing industry dynamics, identifying market trends, and development opportunities by collecting and analyzing market/industry data, and assisting in coordinating processes for the customer support team. User Experience Management Track and address Trip.com users' service needs through guidance and assistance, aiming to enhance the customer service experience. Lead team design and implement NPS surveys to collect customer feedback data, furthermore to analyze and identify drivers of customer satisfaction and loyalty. Develop and execute improvement plans to enhance NPS scores. Collaborate with marketing, product development, and customer service teams to ensure NPS feedback is effectively utilized, driving continuous improvement of products and services. Experience and analyze the service process, develop a professional research plan, and optimize the service process based on research results to ensure smoothness and convenience. Evaluate and analyze the accuracy and comprehensiveness of the service experience, as well as the convenience from the user’s point of view, ensuring that tourism-related service fulfillment is worthwhile. Regularly track and update trends in the service-related macro-environment (such as policy), industry involvement, and generate monthly and quarterly reports. Maintain a professional approach to working with colleagues across different departments, countries, and at all levels, in both HQ functions and regional teams. Be results-oriented with a bias for action, taking responsibility, and owning delivery. Qualifications 3+ years of people management experience. 8+ years of relevant work experience within User Experience. Proficiency in communicating user research findings with cross-functional partners to drive impact. Advanced analytical skills, logical thinking, and attention to detail. Strong initiative and result orientation. Project management experience is preferred. Excellent verbal and written communication skills in both Chinese and English. Experience in data analysis, market research, and familiarity with international markets is a plus. Experience in leading companies within the finance, internet, consumer electronics, OTA, or consumer goods industries is preferred.
职位要求
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