Xiaomi Technology

用户旅程负责人

Xiaomi Technology  •  Onsite  •  6 hours ago
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Job Description

用户旅程负责人

北京

社招

全职

职位 ID:A143495

职位描述

  1. 用户旅程设计与管理-User Experience & Satisfaction - 绘制并维护用户旅程地图(进店、咨询、试驾、下单、交付、售后全触点) - 识别各触点体验痛点,定义体验标准与行为规范 - 推动体验标准在门店 / 交付中心落地,保证多国一致性 2. 满意度监测与数据体系 - 搭建满意度调研体系(交付后回访、NPS 净推荐值、CSAT 客户满意度) - 建立满意度看板,定期输出体验数据报告与趋势分析 - 对标行业与竞品满意度水平,设定改进目标 3. 体验问题发现与改进闭环 - 汇总投诉、差评、暗访问题,定位责任环节 - 推动跨部门(销售、交付、售后、市场)整改,跟踪闭环 - 定期复盘典型案例,沉淀改进 SOP 与培训素材 4. 用户声音整合与反馈 - 建立 "用户之声(Voice of Customer)" 收集渠道 - 定期向管理层输出用户洞察与改进建议 - 联动产品、市场团队,反馈本地用户需求与偏好 5. 口碑与用户关系维护 - 处理重大客诉与舆情风险,守住品牌口碑底线 - 设计老用户关怀与口碑激励(转介绍、车主活动) - 协同售后保障交付后体验持续在线

职位要求

职位要求 1. 本科及以上学历; 2. 3年以上销售运营/销售管理/流程运营管理等相关经验,新能源汽车行业优先,对汽车新零售有深刻认知和理解;海外经验优先。 3. 具备优秀的人际沟通和互动能力,善于跨部门协同和资源调配; 4. 主动积极,较强的学习能力,能用英文办公,有工作热情。

投递

Xiaomi Technology

About Xiaomi Technology

Xiaomi Corporation was founded in April 2010 and listed on the Main Board of the Hong Kong Stock Exchange on July 9, 2018 (1810.HK). Xiaomi is a consumer electronics and smart manufacturing company with smartphones and smart hardware connected by an IoT platform at its core.

Embracing our vision of “Make friends with users and be the coolest company in the users’ hearts”, Xiaomi continuously pursues innovations, high-quality user experience and operational efficiency. The company relentlessly builds amazing products with honest prices to let everyone in the world enjoy a better life through innovative technology.

Xiaomi is one of the world's leading smartphone companies. The company has also established the world’s leading consumer AIoT (AI+IoT) platform,reached 558 million smart devices connected to its platform (excluding smartphones,laptops and tablets) as of September 30 2022. Xiaomi products are present in more than 100 countries and regions around the world. In August 2022, Xiaomi was included in the Fortune Global 500 list for the fourth year in a row, ranking 266th. The company is the fastest-rising Chinese technology conglomerate during the four-year period.

Xiaomi is a constituent of the Hang Seng Index, Hang Seng China Enterprises Index, Hang Seng TECH Index and Hang Seng China 50 Index.

Industry
IT & Software
Company Size
10,000+ employees
Headquarters
Beijing, CN
Year Founded
2010
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