Job description

1. Based on understanding and grasp of the business, conduct overall planning for AlipayHK's business/product experience, service experience, and service operations. As the business liaison for the service team, identify future growth opportunities and risks for the service team based on business development and planning.

2. As the customer's advocate, participate in product PRD and design reviews and acceptance test. From the perspectives of user experience and service team, identify problems and risks in product design, and timely propose requirements related to service systems and data.

3. As the bridge between the service team and business/product/R&D teams, timely and accurately understand product information and conduct service deployment. Conduct service impact assessments for product launches, iterations, major events, business policies and rules, and other significant changes. Design complete service solutions for user service requests and service journey, addressing users' cognitive barriers, usage barriers, and needs/suggestions when accessing products.

4. As the collector and organizer of user feedback, discover obstacles users encounter when using products through research and service data analysis. Find the root causes and specific user needs through in-depth analysis, and promote optimization and improvement of products/processes/self-service solutions through communication, mechanisms, and projects to enhance customer experience.

5. Reconstruct the entire service process and customer experience through AI and other new technologies, driving improvements in operational efficiency and intelligent experience optimization.

6. As the service team liaison, coordinate service resources with various departments to handle high-risk service events such as regulator referred complaints, executive escalated complaints, and external public opinion complaints, including related investigation, resolution, reporting, and optimization implementation.

Job Requirement

1. Bachelor's degree or above, with 3 years or more of experience in internet platform product/customer service design/customer experience. Experience in large banks, financial institutions, and cross-border payment institutions is preferred. Familiarity with AI technology and customer service scenario applications is a plus.

2. Have a macro understanding and unique insights into the current status and vision of the responsible business/product domain. Excellent user pain point and requirement insight capabilities, good data analysis skills to identify user product experience needs. Provide guidance to product, operations, technology teams and have certain product sense. Ability to plan and implement the conversion of user requirements into online product features.

3. Have strong customer service awareness and logical thinking capabilities. Can connect business logic into service solutions as the basis for knowledge content and process design output. Able to systematically design, implement, and optimize knowledge content/service processes/solutions for human and AI services.

4. Experience in handling complex customer complaints and high-risk service events is preferred. Experience in liaising with compliance/regulatory departments is a plus.

5. Have strong cross-team communication skills, risk awareness, and business sensitivity. Have strong stress resistance and courage to challenge yourself. Good business English communication skills.