user experience management.

about the company.
Internet

about the team.
User Experience

about the job.

• Track and address users' service needs through guidance and assistance, aiming to enhance the customer service experience.
• Lead team design and implement NPS surveys to collect customer feedback data, further more to analyze and identify drivers of customer satisfaction and loyalty.
• Develop and execute improvement plans to enhance NPS scores.
• Collaborate with marketing, product development, and customer service teams to ensure NPS feedback is effectively utilized, driving continuous improvement of products and services.
• Experience and analyze the service process, develop a professional research plan, and optimize the service process based on research results to ensure smoothness and convenience.
• Evaluate and analyze the accuracy and comprehensiveness of the service experience, as well as the convenience from the user’s point of view, ensuring service fulfillment is worthwhile.
• Regularly track and update trends in the service-related macro-environment (such as policy), industry involvement, and generate monthly and quarterly reports.
• Maintain a professional approach to working with colleagues across different departments, countries, and at all levels, in both HQ functions and regional teams. Be results-oriented with a bias for action, taking responsibility, and owning delivery.

skills and experience required.

• 3+ years of people management experience.
• 8+ years of relevant work experience within User Experience.
• Proficiency in communicating user research findings with cross-functional partners to drive impact.
• Advanced analytical skills, logical thinking, and attention to detail.
• Strong initiative and result orientation. Project management experience is preferred.
• Excellent verbal and written communication skills in both Chinese and English.
• Experience in data analysis, market research, and familiarity with international markets is a plus.
• Experience in leading companies within the finance, internet, consumer electronics, OTA, or consumer goods.