CTrip Home Page

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.

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.

•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 Thailand 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 Thailand research project

Others:

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

• 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 detail. Passionate about experience research and have a strong sense for identifying pain points and generating solutions for improvement.
• Excellent communication and presentation skills.
• Ability to synthesize complex data into clear and actionable insights.
• Excellent moderation skills.
• Ability to work independently and collaboratively as part of a team in a fast-paced environment.
• Strong initiative and result-oriented. Able to work independently with limited resources and to initiate clear courses of action. Project management experience is preferred.
• Proficiency in Thai and English.

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?

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!