Senior Product Operation Specialist (User Research)

Trip.com; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Product Operation Specialist to enhance user experience through effective content quality management. In this pivotal role, you will collaborate with diverse teams, driving innovation and aligning content strategies with user needs. Your expertise in user research and leadership will help shape the quality of tourism content for a global audience. Join a dynamic and inclusive environment where your contributions will have a significant impact on the travel experience of customers worldwide. Embrace the opportunity to grow your career while making a global impact.

Benefits

Flexible work arrangements

Learning opportunities

Company-sponsored events

Internal transfer encouragement

Qualifications

• Solid experience in user research with various methodologies.
• Exceptional leadership and communication skills for cross-functional collaboration.

Responsibilities

• Drive innovation in content operations with product and R&D teams.
• Lead design and refinement of user experience standards.

Skills

User Research

Leadership

Communication

Problem-solving

Data Analysis

Job description

Senior Product Operation Specialist (User Research)

Regular London Content Other Job ID:5092

Update 2025-03-25

Job Description

About Us

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.

Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

We are looking for a Content Quality Manager with a passion for travel to join our team at Trip.com. In this role, you’ll play a pivotal part in shaping and maintaining the quality of our tourism content while enhancing the overall user experience for our EU audiences and customers.

In this Role, you’ll get to:

1. Work closely with product and R&D teams to drive innovation in content operations.
2. Stay ahead of global travel trends and user behaviour to inform content strategies, enhance user engagement, and improve operational efficiency through market-driven insights.
3. Collaborate with cross-functional teams to align content strategies across user needs and business goals.
4. Lead the design and refinement of user experience standards, establishing performance metrics to continuously evaluate and enhance quality.
5. Develop and implement robust quality assurance frameworks to ensure content consistency and relevance while driving continuous improvement through user driven insights.
6. Oversee the strategic direction of content quality management, ensuring accuracy, freshness, and comprehensiveness across all travel content channels.

What you'll Need to Succeed:

1. Solid experience in the field of user research, mastering various research approaches such as surveys, competitor analysis, usability test, in-depth interview, focus group, AB test, etc., and being able to identify the right method for different research purpose.
   
2. Adept at navigating multicultural environments and addressing the needs of an international audience; additional language capabilities are highly valued.
3. Skilled in fostering teamwork across diverse groups to align goals and drive innovation.
4. Exceptional leadership, communication, and cross-functional collaboration abilities, with a history of engaging senior stakeholders to deliver impactful initiatives.
5. Strong problem-solving skills, with a focus on developing user-centric and scalable solutions to complex challenges.
6. Proven track record in designing and managing quality management systems, utilising data analysis and process optimisation to drive results.
7. Expertise in travel products, market trends, and user behavior, with the ability to strategize effectively at a high level.

Why Trip.com Group

We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.

What’s more?

1. Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions.
2. Internal transfer is encouraged, and global job rotation program enables you to pursue a global career path and make global impact.
3. We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
4. We encourage flexible work arrangements.
5. Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.