UXA Manager SHACC

任职要求

<p>EN Version</p><p><br></p><p>Key Roles and Responsibilities</p><p>This position is created to support the strategic growth goals of <a href="https://Trip.com">Trip.com</a>'s services business. Primary responsibilities include: collecting and analyzing market, industry, and user behavior data to gain insights into user dynamics across international channels, identify market trends and development opportunities, and drive improvements in user experience and NPS, as well as optimize the relevant experience systems and processes.</p><p>&nbsp;</p><p>User Experience Management</p><ul><li>Track and address Trip.com users' service needs through guidance and assistance, aiming to enhance the customer service experience.</li><li>Lead team design and implement NPS surveys to collect customer feedback data, furthermore to analyze and identify drivers of customer satisfaction and loyalty.</li><li>Develop and execute improvement plans to enhance NPS scores.</li><li>Collaborate with marketing, product development, and customer service teams to ensure NPS feedback is effectively</li><li>utilized, driving continuous improvement of products and services.</li><li>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.</li><li>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.</li><li>Regularly track and update trends in the service-related macro-environment (such as policy), industry involvement, and generate monthly and quarterly reports.</li><li>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.</li></ul><p>&nbsp;</p><p>Qualifications</p><ul><li>1+ years of people management experience.</li><li>8+ years of relevant work experience within User Experience.</li><li>Proficiency in communicating user research findings with cross-functional partners to drive impact.</li><li>Advanced analytical skills, logical thinking, and attention to detail.</li><li>Strong initiative and result orientation.</li><li>Project management experience is preferred.</li><li>Excellent verbal and written communication skills in both Chinese and English.</li><li>Experience in data analysis, market research, and familiarity with international markets is a plus.</li><li>Experience in leading companies within the finance, internet, consumer electronics, OTA, or consumer goods industries is preferred.</li></ul><p><br></p><p>中文版介绍：</p><p><br></p><p>主要职责</p><p>本职位旨在支持Trip.com服务业务的服务战略增长目标。主要职责包括：通过收集并分析市场以及行业用户行为数据，洞察国际化渠道用户动态、识别市场趋势与发展机会，并推动提升用户体验、改善相关体验体系和流程。</p><p><br></p><p>用户体验管理</p><ul><li>通过引导与协助，跟踪并处理携程用户的服务需求，致力于提升客户服务体验。</li><li>领导团队设计并实施 NPS（净推荐值）调研，收集客户反馈数据，进而分析并识别客户满意度与忠诚度的驱动因素。</li><li>制定并执行提升 NPS 分数的改进计划。</li><li>与市场、产品开发及客户服务团队协作，确保 NPS 反馈得到有效利用，推动产品与服务的持续改进。</li><li>体验并分析服务流程，制定专业的研究方案，并基于研究结果优化服务流程，确保流程顺畅便捷。</li><li>从用户角度评估并分析服务体验的准确性与全面性，以及便捷程度，确保旅游相关服务履约具有价值。</li><li>定期跟踪并更新服务相关的宏观环境（如政策）、行业参与度等方面的趋势，并生成月报和季报。</li><li>以专业的态度与总部职能部门及区域团队中跨部门、跨国家、各层级的同事协作。以结果为导向，主动行动，勇于承担责任，并对交付结果负责。</li></ul><p><br></p><p>任职要求</p><ul><li>1 年以上人员管理经验。</li><li>8 年以上用户体验相关工作经验。</li><li>能够熟练地与跨职能合作伙伴沟通用户研究成果，并推动产生实际影响。</li><li>具备出色的分析能力、逻辑思维能力和对细节的关注。</li><li>具备较强的主动性和结果导向意识。</li><li>有项目管理经验者优先。</li><li>具备优秀的中英文口头与书面沟通能力。</li><li>有数据分析、市场研究经验，熟悉国际市场者优先。</li><li>有金融、互联网、消费电子、OTA（在线旅游）或消费品行业领先企业工作经验者优先。</li></ul>