蚂蚁金服蚂蚁国际-业务体验专员-旅游解决方案产品

任职要求

1. 3年及以上互联网公司国际化/全球化业务客户服务中心工作经验，了解旅行行业者优先； 
2. 有服务链路设计及用户体验运营经验，有较好的体系规划和落地执行能力； 
3. 本科及以上学历，能熟练使用中英文交流，有其他小语种背景者优先； 
4. 善于整合内外部资源，有较强的自驱力和推动力

1. 3+ years of experience in international/global business operations at an internet company’s customer service center; travel industry experience preferred.  
2. Proven expertise in servi…

工作职责

1. 为旅游解决方案产品的用户基础体验负责，关注业务全链路产品方案，具备用户视角，深入洞察用户在行前、行中、行后的用户动线与体验，设计产品方案，为用户提供便捷的产品服务；
2. 洞察用户在使用产品过程中的诉求，推动建立细化行业的服务保障机制，设计端到端服务解决方案及服务流程撰写，为用户提供放心的旅游服务保障；
3. 根据旅游业务特点，优化迭代服务方案及体验洞察策略，提升用户体验的同时，能够通过服务产品及服务机制促进用户复访复购；
4. 主动洞悉NPS/CSAT和用户求助中的用户痛点，关注产品细节，结合用户行为数据、业务指标数据等多维、多视角的分析定位问题根源，持续推动全链路体验痛点的解决和优化。

1. Focus on end-to-end product solutions, adopt a user-centric perspective, deeply analyze user journeys and experiences across pre-trip, during-trip, and post-trip stages, and design product solutions to deliver seamless services.  
2. Drive the establishment of industry-specific service assurance mechanisms, design end-to-end service solutions, and draft service processes to ensure reliable travel service guarantees.  
3. Continuously refine service solutions and experience strategies based on travel industry dynamics, enhancing user experience while driving repeat visits and purchases through service products and mechanisms.  
4. Analyze NPS/CSAT feedback and user support interactions, focus on product details, leverage multi-dimensional data (user behavior, business metrics, etc.), and drive end-to-end experience optimization.