Careers at Trip.com Group

General information

Name

UXA

Location

PMO Tamachi Ⅱ, Tokyo(CC)

Business unit

FU-IBU

Working time

Full-Time

Type

Quality Assurance

Description & Requirements

Key Roles and Responsibilities

This position is created to support Trip.com's strategic growth aspirations in service. The individual in this role will primarily work to collect and analyze customer preferences, identify market practices and development opportunities, and assist in coordinating processes for the customer service team.

Competitor Analysis
* Conduct comprehensive research on competitors in online travel booking, hotel and airline industry including their products, pricing, membership program and especially practice of customer services in Japan market.
* Monitor and analyze industry trends, emerging technologies, and market shifts to identify potential opportunities and threats via different tools and methods.
* Maintain up-to-date database of competitor activities and profiles and benchmarking reports to support strategic decision-making.
* Collaborate with product development, marketing, and sales teams to integrate competitive insights into business strategies.

Experience research
* Conduct qualitative and quantitative research to understand consumer behavior, preferences, user journey to identify key touchpoints and pain points
* Utilize various research methods, including user interviews, surveys, usability testing, and analytics, to gather insights into user behavior and preferences
* Develop user personas and journey maps to visualize and communicate user experiences and interactions.
* Analyze data to identify trends and patterns in user behavior, and provide actionable recommendations for enhancing the user experience.
* Collaborate with cross-functional teams, including marketing, product development, and customer service, to integrate consumer insights into business strategies.
* Prepare and present comprehensive reports and presentations to stakeholders, highlighting key findings and recommendations.
* Collaborate with internal teams to ensure the implement the recommendations from the research results.
* Develop and maintain a consumer insights database to track changes in consumer behavior over time.
* Support both international and local Japan research project

Others:
* Support internal communication on business performance and strategy for senior management.
* Perform other duties as required.

顧客のニーズや市場の動向を把握し、競合分析やデータ分析を通じてサービス改善提案を行い、社内関連チームと連携しながら施策の推進をサポートしていただきます。

競合分析
・オンライン旅行予約、ホテル、航空業界における競合他社の製品、価格、会員制度、特に日本市場でのカスタマーサービス施策について、包括的な調査・分析を実施する
・様々なツールや手法を用いて、業界トレンド、新技術、市場の変化を継続的にモニタリングし、潜在的な機会やリスクを特定する
・競合他社の動向・プロフィールをまとめた最新データベースおよびベンチマークレポートを維持し、戦略的意思決定を支援する
・製品開発、マーケティング、営業など社内関連部門と連携し、競合分析の知見を事業戦略に活用する

ユーザー体験調査（Experience Research）
• 消費者の行動、嗜好、ユーザージャーニーを把握するために、定性および定量的な調査を実施し、重要なタッチポイントやペインポイントを特定する
• ユーザーインタビュー、アンケート調査、ユーザビリティテスト、各種分析ツールなど、多様な調査手法を用いて、ユーザーの行動やニーズに関するインサイトを収集する
• ユーザーペルソナやジャーニーマップを作成し、ユーザー体験やインタラクションを可視化・共有する
• データを分析してユーザー行動の傾向やパターンを把握し、実行可能なUX改善施策を提案する
• マーケティング、プロダクト開発、カスタマーサービスなどの社内横断チームと連携し、調査インサイトをビジネス戦略に反映させる
• 調査結果の報告書やプレゼン資料を作成・発表し、関係者へ主要な発見・提案内容を分かりやすく伝える
• 調査結果に基づく施策の社内実行をサポートし、改善活動が円滑に進むよう関係部門と調整する
• 消費者行動の変化を継続的に把握するため、インサイトデータベースの構築・運用を行う
• 日本国内およびグローバル両方のリサーチプロジェクトに対応し、調査活動を支援する

その他（Others）
• 経営層向けに、事業実績および戦略に関する社内コミュニケーションをサポートする
• その他、必要に応じて関連業務を遂行する

Qualifications:
* Bachelor’s degree in Business, Marketing, Economics, Psychology, Statistics or a related field. A Master’s degree is a plus.
* 5+ years of relevant work experience in market research, user experience research or competitive analysis, preferably within the travel or e-commerce industry.
* Strong analytical skills with proficiency in data analysis tools and software such as Excel and SPSS.
* Attention to details. Love experience research and have strong sense in finding painpoint and generating solutions for improvement.
* Excellent communication and presentation skills.
* Ability to synthesize complex data into clear and actionable insights.
* Excellent skill of moderating
* Ability to work independently and collaboratively as part of a team in a fast-paced environment.
* Strong initiative and result oriented. Ability to work independently with limited resources and to initiate clear courses of action. Excellent project management experience is preferred.
* Native Japanese language speaker with excellent verbal and written communication skills in English

応募資格（Qualifications）

• ビジネス、マーケティング、経済学、心理学、統計学、またはそれに関連する分野の学士号取得者（修士号保有者は尚可）
• 市場調査、ユーザーリサーチ、競合分析などにおける実務経験5年以上（旅行業界またはEC業界での経験があれば尚可）
• ExcelやSPSSなどのデータ分析ツールの使用経験と高い分析力
• 細部への注意力があり、ユーザー体験調査に情熱を持ち、課題発見および改善策提案への意識が高い方
• 優れたコミュニケーション能力およびプレゼンテーションスキル
• 複雑なデータを明確かつ実用的なインサイトに要約する能力
• モデレーションスキル（調査・インタビュー等の進行）に優れている方
• 速いペースの環境でも、自律的にまたチームの一員として協働して働ける能力
• 高い主体性と成果志向を持ち、限られたリソース下でも自ら行動を起こし、業務を遂行できる方（プロジェクトマネジメント経験があれば尚可）
• 日本語が母語レベルであり、英語での口頭および文書による優れたコミュニケーション能力を有する方

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.

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?

Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions

Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact

We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.

We encourage flexible work arrangement

Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Click the link to learn more about What makes Trip.com Group a leading global travel service provider?

Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!

Find out more job opportunities at https://careers.trip.com

Have a good trip, and see you soon!