Ant International Hiring! Full Time Customer Experience Operation Specialist in Federal Territory - Ricebowl

About the Role

AlipayHK is dedicated to enhancing the business and product experience through innovative service operations. Our mission is to identify growth opportunities while ensuring a seamless customer experience.

The role involves conducting overall planning for AlipayHK's business/product experience and service operations, acting as a liaison for the service team, and identifying future growth opportunities and risks.

Responsibilities

• Based on understanding and grasp of the business, conduct overall planning for AlipayHK's business/product experience, service experience, and service operations.
• As the customer's advocate, participate in product PRD and design reviews and acceptance tests.
• Identify problems and risks in product design and propose requirements related to service systems and data.
• Act as a bridge between the service team and business/product/R&D teams, understanding product information and conducting 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.
• Discover obstacles users encounter when using products through research and service data analysis.
• Promote optimization and improvement of products/processes/self-service solutions to enhance customer experience.
• Reconstruct the entire service process and customer experience through AI and other new technologies.
• Coordinate service resources with various departments to handle high-risk service events.

Qualifications

• 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.
• Excellent user pain point and requirement insight capabilities.
• Good data analysis skills to identify user product experience needs.
• Ability to plan and implement the conversion of user requirements into online product features.
• Strong customer service awareness and logical thinking capabilities.
• Ability to systematically design, implement, and optimize knowledge content/service processes/solutions for human and AI services.
• Experience in handling complex customer complaints and high-risk service events is preferred.
• Experience in liaising with compliance/regulatory departments is a plus.
• Strong cross-team communication skills, risk awareness, and business sensitivity.
• Good business English communication skills.