Senior Business Experience Specialist

Ant International; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

Ant International is looking for a professional to own the foundational user experience for OTA industry solutions in Kuala Lumpur. In this role, you'll design end-to-end product solutions that enhance user experiences throughout the travel journey.

Candidate must have 5+ years in OTA platforms, strong planning capabilities, and fluency in English. The position offers an opportunity to optimize service solutions and drive user engagement.

Qualifications

• 5+ years of experience in OTA platforms or global customer service centers, focused on customer experience.
• Strong capabilities in planning and executing scalable solutions.
• Experience in AI/Intelligence service product setup preferred.

Responsibilities

• Own the user experience for OTA industry solution products.
• Identify user needs and drive establishment of service assurance mechanisms.
• Optimize service solutions based on travel business characteristics.
• Enhance user experience to drive repeat visits and purchases.
• Identify user pain points from feedback and interactions.

Skills

User experience design

Service journey design

Project management

Cross-functional initiatives

Customer experience operations

Fluent in English

Education

Bachelor’s degree or higher

Job description

• Own the foundational user experience for OTA industry solution products, focusing on end-to-end product solutions across the travel journey. Adopt a user-centric perspective to deeply understand user behaviors and experiences during pre-trip, during-trip, and post-trip stages. Design product solutions that deliver convenient and seamless services to users.
• Identify user needs throughout the product usage journey and drive the establishment of refined, industry-specific service assurance mechanisms. Design end-to-end intelligent and human-supported service solutions, and author comprehensive service process documentation to provide users with reliable and trustworthy travel service guarantees.
• Optimize and iterate service solutions and experience insight strategies based on the unique characteristics of the travel business.
• Enhance overall user experience while leveraging intelligent service solutions and service mechanisms to drive user return visits and repeat purchases.
• Proactively identify user pain points from NPS/CSAT feedback and customer support interactions.
• Pay close attention to product details and conduct multi-dimensional, multi-perspective analysis—integrating user behavior data, business performance metrics, and qualitative insights to pinpoint root causes of issues.
• Continuously drive resolution and optimization across the full user journey.
• Possess experience in service resource management and talent development, ensuring frontline customer service teams maintain high service quality, strong service mindset, and alignment with business goals and direction.

Qualifications

• 5+ years of professional experience in OTA platforms (e.g., Ctrip, Fliggy, etc.) or global business customer service centers, with a focus on customer experience or operations. Candidates with experience in international flight/car hailing business are preferred.
• Demonstrated experience in service journey design and user experience operations, with strong capabilities in systematic planning and execution of scalable solutions.
• Bachelor’s degree or higher. Must be fluent in English as working languages. Proficiency in additional languages is a plus.
• AI/Intelligence service product set-up or implementation experience preferred.
• Skilled at integrating internal and external resources, with solid project management experience. Possesses strong self-motivation, initiative, and the ability to drive cross-functional initiatives forward.