MY - User Experience Operation

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Zeal Network SE Full time 90,000 - 120,000 per year

  • 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

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