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.
