Senior Business Experience Specialist

Job Description:

• 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.
• 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.
• 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.
• 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.
• 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.

Qualifications

• 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.
• Demonstrated experience in service journey design and user experience operations, with strong capabilities in systematic planning and execution of scalable solutions.
• Bachelor's degree or higher. Must be fluent in English as working languages. Proficiency in additional languages is a plus.
• AI/Intelligence service product set-up or implementation experience preferred.
• Skilled at integrating internal and external resources, with solid project management experience. Possesses strong self-motivation, initiative, and the ability to drive cross-functional initiatives forward.