携程Project Manager, User Experience Perspective(MJ024969)

1. Main Tasks As part of the global CXM team, you are the most important node in this matrix to improve overall customer experience in your country. （1）VOC Coordination & Problem Resolution - Monitor and analyze customer feedback from multiple channels (e.g., call centers, social media, surveys, partners) to identify trends, pain points, and improvement opportunities. - Act as the primary liaison between local teams, HQ/EU business lines, and product teams to resolve escalated issues and ensure closed-loop accountability. - Drive timely responses to complaints/suggestions, prioritizing high-frequency or critical issues. （2）User Experience Improvement - Localize global SOP White Paper and user journey touch point design in the market, then train it, implement it, stick to it, and audit it. - As the local representative of users, from the perspective of our user, constantly push the relevant parties throughout the user journey to improve their service quality and find the best way for optimization. （3）User Operation Management - According to global guidance and local specification, develop own user operation plan and lead the implmentation. This plan includes the ATL management with focus on the sical group management and sentimental mornitor, as well as BTL management of user club, cobranding, and KOC management (UGC delopment). - Creativity and uniqueness adapted to local culture and customer habits are encouraged for better effectiveness and the positive emotional bonding between brand and users. 2. Cross-Functional Collaboration - Partner with Sales, After-Sales, Technical, Product, and PR teams to address systemic challenges (e.g., process gaps, product issues). - Facilitate knowledge-sharing sessions to review recurring problems and disseminate best practices across regions. 3. Experience Measurement & Reporting - Generate insights from experience evaluation data (e.g., NPS, CSI) to objectively measure customer satisfaction levels. - Report progress, challenges, and solutions to national and global leadership.

Key Responsibilities• Lead the product and platform strategy for Researcher, Declarative Agent (DA), and GPT-5, ensuring robust, scalable, and reliable AI-powered features on mainline BizChat. • Drive deep technical and scenario-based analyses to enhance AI feature quality and relevance for global markets, with a focus on business productivity solutions. • Collaborate with science and engineering teams to build and optimize machine learning infrastructures, improving model quality, performance, and user experience. • Engage directly with customers and key partners to gather requirements, prioritize features, and foster trusted relationships across internal and external stakeholders. • Manage complex projects with clear timelines and deliverables, ensuring alignment with Microsoft’s strategic objectives for BizChat and enterprise AI solutions. • Mentor and guide cross-functional teams, promoting best practices in product management and AI development.

改善用户体验并提升转化率 1. 制定用户体验目标及运营规划，推进体验运营机制的建设 2. 搭建用户体验侧指标体系，开展周期性监督，定位关键用户体验卡点，并洞察用户体验与C端转化率之间的相关性，判断需要重点改善的用户体验类卡点的优先级 3. 通过体验走查，数据分析，调研等方式，深入了解用户痛点和需求，及时发现产品、规则、流程中的体验问题及风险，产出改善方案 4. 负责整理/输出运营工具、营销工具，以及流量工具的 BRD，进行项目管理，协助产研优化产品工具 5. 与各部门协作，制定优化用户体验的策略，改善用户体验，最终带来转化率提升 用户体验行业洞察 1. 用户侧调研：主导用户调研（访谈、问卷、可用性测试等），分析用户需求和行为，输出洞察报告，用于产品及运营侧规划及管理层辅助决策 2. 同类产品研究：主导同类产品调研，识别其在用户体验及产品设计上的优势及不足，输出洞察报告，用于产品及运营侧规划及管理层辅助决策 3. 基于洞察报告，为关键产品的设计提供建议 Improve User Experience and Increase Conversion Rate 1. Define user experience goals and operational plans, and promote the establishment of experience-focused operational mechanisms. 2. Build a user experience KPI system, conduct regular monitoring, identify key pain points in the user journey, and analyze the correlation between user experience and B2C conversion rates to prioritize improvements. 3. Gain deep understanding of user pain points and needs through UX walkthroughs, data analysis, and user research; identify experience issues and risks in product, policies, and processes, and propose actionable improvement plans. 4. Responsible for compiling and delivering BRDs (Business Requirement Documents) for operational, marketing, and traffic tools; manage related projects and support product and engineering teams in optimizing tool design. 5. Collaborate cross-functionally to develop user experience optimization strategies aimed at improving overall UX and ultimately increasing conversion rates. Industry Insights on User Experience 1. User Research: Lead user research initiatives (e.g., interviews, surveys, usability testing) to analyze user needs and behaviors, and generate insight reports to support product planning, operational strategies, and decision-making at the leadership level. 2. Competitive Analysis: Lead research on comparable products to identify strengths and weaknesses in their user experience and product design, and deliver insight reports to support internal planning and strategic decisions. 3. Based on these insight reports, provide recommendations for the design of key products.

需求挖掘与产品规划： 通过用户访谈、问卷、数据分析等多种方式，持续挖掘用户在行程规划中的核心需求与痛点，并转化为清晰的产品需求与迭代规划。产品设计与落地： 独立完成产品PRD的撰写，设计产品功能、交互流程和原型，并与设计、开发、测试团队紧密协作，确保产品高质量上线。数据驱动与效果评估： 建立产品功能的数据监测体系，跟踪核心指标（如功能使用率、行程完成率、用户留存等），分析数据变化原因，为产品迭代提供决策依据。市场与竞品分析： 密切关注行业动态和竞品动向，洞察趋势，为产品创新和差异化竞争提供策略建议。跨部门协同： 与运营、市场、商务等团队高效配合，共同推动产品增长和用户价值最大化。