Job Description

• Customer Experience Monitoring and Insight Analysis: Establish a service experience indicator system ? combine qualitative and quantitative analysis, and explore the root causes behind customer feedback and behavioral data;

• Experience Design and Optimization Improvement: Based on insight analysis, lead the formulation of service experience optimization plans and enhancement initiatives, clarifying goals, strategies, and key actions;
• Cross-Departmental Collaboration and Project Promotion: Lead or participate in key experience optimization projects, responsible for project planning, resource coordination, progress tracking, and effectiveness evaluation, ensuring project implementation.
• Research business issues impacting user experience, integrating problem chains through points, lines, and surfaces, continuously enhancing customer experience through the continuous optimization and iteration of processes, products, and systems.

Requirements

• A degree in psychology, human-computer interaction, sociology, market research, or relevant fields is preferred.

• Over 5 years of experience in user experience management, user insights, and related work.
• More than 3 years of experience in customer service operation systems, with product thinking and user awareness.
• Familiarity with qualitative and quantitative user research methods, such as indepth interviews, usability testing, surveys, diary studies, etc.
• Understanding of the application of tools such as user journey maps, service blueprints, and experience maps.
• Excellent communication and teamwork skills, able to clearly express user needs and insights.
• Experience with 6Sigma and PMP project management is preferred.

Benefits
What we can offer you:

• Medical Benefit
• Optical Benefit
• Life Insurance
• Gym/Fitness Subsidy
• Long Service Rewards

Skills Required