Responsibilities
1. Collect voice of customer (VOC) through various channels, analyze the current experience and pain points of customers using cloud computing products, and gain in-depth insights into the direction of improving customer experience and product optimization needs 2. By building systematic experience mechanisms, processes, and rules, continuously promote product managers, product solutions, product R&D and other related teams to optimize and iterate customer experience pain points and product needs, promote the implementation of improvement measures, and improve customer experience establish good partnerships and collaboration mechanisms with internal business stakeholders 3. Conduct customer experience surveys, use customer Net Promoter Score (NPS) surveys, in-depth interviews and other forms to collect customer feedback and output survey reports, and work with relevant teams to promote improvements in survey issues 4. Define experience measurement indicators, measure experience optimization effects through data analysis operations 5. Build a customer voice operation system, conduct customer voice operations through productization and intelligent methods, and formulate matching operation mechanisms and plans to improve the accuracy and efficiency of customer voice operations and promote business problem solving more efficiently.
Qualifications
1. Bachelor degree or above, computer or related major, with more than 5 years of relevant work experience in the cloud computing industry 2. Have a technical background, master one or more skills such as computing, network, storage, database, cloud native, big model, big data, etc., and be familiar with mainstream cloud computing products (those familiar with Volcano Engine products are preferred) 3. Have keen insight and analysis capabilities, be able to accurately identify key customer experience issues, and promote technological improvement and innovation be result-oriented, have strong communication, coordination and promotion capabilities, and have good stress resistance 4. Be able to define customer experience standards based on customer business feedback, industry comparative analysis, and business value judgment, continuously discover, analyze and improve experience problems, and form a systematic operation mechanism 5. Have good data analysis and project management capabilities, be familiar with corporate customer service, and have experience in corporate customer technical support and customer experience operations are preferred.
