小鹏汽车海外客户体验高级经理 Senior Manager of Overseas Experience Analysis

任职要求

1、本科及以上学历，3年及以上的用户研究、数据分析等相关工作经验；
2、“客户导向”思维，善于通过数据挖掘客户核心诉求，并通过数据指标推动优化；
3、熟练使用中英文作为工作语言，有跨国业务工作经验，沟通能力优秀，善于多部门业务协调。

1. Have more than 3 years of relevant work experience in user research, data analysis, etc with a bachelor's degree or above.
2. Have a "customer - oriented" mindset, be good at using data to dig out customers' core demands, and promote optimization through data indicators.
3. Be proficient in using both English and Chinese as working languages, and have experience in cross - border business. Have excellent communication skills and be good at coordinating multi - departmental business.

工作职责

1、对小鹏海外客户体验负责，包含用户调研、结果分析、问题传递、闭环管理等一系列工作；
2、负责海外保有客户NPS调研，保证调研过程及数据传递符合海外合规要求；
3、熟悉VOC数据分析方法，有效定位服务体验及产品体验TOP问题，有效传递给各国家端及业务端；
4、设计体验问题闭环管理流程，协同产品团队实现线上化，跟进问题闭环进度；
5、输出海外客户体验周报、月报，问题专项分析方案，组织周期汇报会议。

1. Be responsible for XPENG's overseas customer experience, including a series of work such as user research, result analysis, problem transmission, and closed-loop management.
2. Be responsible for the NPS research of overseas existing customers to ensure that the research process and data transmission comply with overseas compliance requirements.
3. Be familiar with VOC data analysis methods, effectively identify the top issues in service experience and product experience, and effectively transmit them to each country side and business side.
4. Design the closed - loop management process for experience issues, collaborate with the product team to realize online operation, and follow up on the progress of problem closure.
5. Produce weekly and monthly reports on overseas customer experience and special analysis plans for problems, and organize periodic reporting meetings.