Customer Experience Specialist at PalmPay

‌Core Responsibilities‌

End-to-End Product Ownership‌

•  Design and optimize AIdriven customer service solutions (e.g., intelligent chatbots, voice response systems) for internet banking platforms 1421.
•  Define product roadmap for customer support tools, focusing on efficiency and user satisfaction metrics。

Cross-Functional Collaboration‌

•  Bridge technical (R&D/AI teams) and operational (customer support centers) requirements for seamless implementation.

Data-Driven Optimization‌

•  Analyze user feedback and behavior data to refine self-service features and reduce human-agent dependency.
•  Monitor key performance indicators (KPIs) such as first-call resolution rate and average handling time2124.

‌Qualifications & Skills‌

Experience‌

•  1-3 years in fintech/digital product management, with focus on customer service systems.
•  Proven experience in AI-powered support tools (e.g., NLP chatbots, sentiment analysis).

Hard Skills‌

•  Proficiency in prototyping (Figma/Axure) and PRD documentation for complex workflows.
•  Understanding of contact center technologies (IVR, CTI) and API integrations.