蚂蚁金服蚂蚁国际-业务体验高级专员 – 旅游行业解决方案-GBSS

任职要求

1、5年及以上OTA（携程、飞猪等）/ 全球化业务客户服务中心工作经验。熟悉国际机票业务者优先； 
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，能熟练使用中英文作为工作语言，有其他小语种背景者优先； 
4、有客服域AI项目实操经验（如AI Workflow搭建、Token成本优化、智能服务部署）及个人/团队AI提效案例者优先。
5、善于整合内外部资源，有较强的自驱力和推动力

1. 5+ years of professional experience in OTA platforms (e.g., Ctrip, Fliggy, etc.) or global business customer service centers, with a focus on customer experience or operations. Candidates with experience in international flight/car hailing business are preferred.
2. Demonstrated experience in service journey design and user experience operations, with strong capabilities in systematic planning and execution o…

工作职责

1、为OTA行业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，AI/智能服务的能力应用及部署，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，能够通过智能服务解决方案，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。
5、具备服务资源管理及人力培养经验，保障前线客服的服务质量，服务意识，及服务方向匹配业务的需求。
6、具备AI工具落地应用经验，能够通过AI Workflow搭建实现工作流程线上化，理解AI底层逻辑（如Token消耗、智能服务部署成本等），在客服domain有AI项目从0到1的实践经验，并通过AI工具实现个人及团队提效。

1. Own the foundational user experience for OTA industry solution products, focusing on end-to-end product solutions across the travel journey. Adopt a user-centric perspective to deeply understand user behaviors and experiences during pre-trip, during-trip, and post-trip stages. Design product solutions that deliver convenient and seamless services to users.
2. Identify user needs throughout the product usage journey and drive the establishment of refined, industry-specific service assurance mechanisms. Design end-to-end intelligent and human-supported service solutions, and author comprehensive service process documentation to provide users with reliable and trustworthy travel service guarantees.
3. Optimize and iterate service solutions and experience insight strategies based on the unique characteristics of the travel business. Enhance overall user experience while leveraging intelligent service solutions and service mechanisms to drive user return visits and repeat purchases.
4. Proactively identify user pain points from NPS/CSAT feedback and customer support interactions. Pay close attention to product details and conduct multi-dimensional, multi-perspective analysis—integrating user behavior data, business performance metrics, and qualitative insights—to pinpoint root causes of issues. Continuously drive resolution and optimization across the full user journey.
5. Possess experience in service resource management and talent development, ensuring frontline customer service teams maintain high service quality, strong service mindset, and alignment with business goals and direction.
6. Possess hands-on experience in AI tool implementation, with capability to build AI Workflows for process digitization. Understand AI fundamentals and have end-to-end AI project experience in service operations, and demonstrate track record of driving personal and team efficiency through AI tools.