Customer Journey Specialist (English)

About the role

WildChina is looking for a China-based travel professional, proficient in English and Mandarin, to help improve how clients discover, book, prepare for, and stay connected with us after their travels. Working at the intersection of our marketing, operations, and travel designer teams, you will build on our existing resources and systems to identify gaps, develop practical solutions, and embed successful improvements into team workflows through clear processes, tools, and guidance. Your work will help clients make confident booking decisions, strengthen long-term relationships, and enable our teams to deliver thoughtful, timely service more efficiently. This role combines strong writing and client understanding with analytical thinking, initiative, and the ability to take projects from an initial idea through implementation and evaluation. Your primary focus will be customer journey improvement, with content creation and resource administration supporting that work.

Location: Hybrid working in Beijing, Shanghai, or Chengdu. Position type: Full time. Salary: Subject to experience.

Responsibilities

Customer Journey Improvement

• Map and regularly review the full customer journey, identifying gaps and inconsistent information through client feedback, enquiry and booking data, website behaviour, and team insight.
• Prioritize and implement improvements based on client needs, business impact, and feasibility, working closely with marketing, operations, and travel designers.
• Develop timely, tailored communications and resources for both internal teams and external audiences—including FAQs, email templates, articles, and pre-trip guides—to address recurring questions, support decision-making, and help clients feel informed and prepared.
• Review the website and OTA platforms to remove barriers to enquiry and booking, and improve post-trip feedback and follow-up workflows to generate actionable insights, reviews, referrals, and repeat bookings.
• Assess the role of client gifts and other key touchpoints within the wider journey and establish a sustainable, purposeful approach with clear ordering processes and responsibilities.
• Track the impact of improvements, share recommendations, and refine the approach over time.

AI, Knowledge, and Workflow Improvement

• Improve the structure, accuracy, and accessibility of our internal knowledge base and supporting data so that colleagues and AI tools can use them reliably.
• Gather user feedback, test changes, and support improvements to our AI-powered internal applications, including our itinerary-building platform.
• Fill gaps in our data and improve its completeness, while identifying and addressing recurring quality issues such as missing, outdated, or inconsistent information.
• Document effective workflows and help teams adopt new tools and processes.

Content and Asset Resources

• Improve how teams find and use our photo and video resources, including tagging, credits, and usage permissions.
• Identify gaps in the content and imagery needed at key stages of the customer journey and coordinate solutions.
• Support other marketing projects as needed, including contributing client-facing copy such as itinerary, experience, hotel, and destination descriptions in line with our brand guidelines.

Required Skills And Qualifications

• Proficiency in Mandarin and English, with the ability to translate Mandarin source material into clear, natural English.
• At least two years of relevant experience in travel, customer operations, marketing, or process improvement, ideally including a client-facing role.
• Experience identifying a customer or workflow problem and taking a practical improvement through to implementation.
• Confidence interpreting basic data and customer feedback, identifying patterns, and using evidence to recommend improvements.
• Strong project coordination skills, including the ability to prioritize opportunities, involve colleagues across teams, and follow projects through to completion.
• Excellent English writing and editing skills, with close attention to grammar, accuracy, and detail.
• Experience working within and adapting to brand guidelines.
• Knowledge of and an active interest in China, including its culture, geography, current affairs, and travel destinations.
• A passion for sustainability, travel, adventure, and storytelling.
• A proactive, organized approach, with the confidence to question existing processes and propose practical alternatives.
• Curiosity about AI tools and sound judgement about where automation can improve work and where human review remains essential.
• A bachelor’s degree in business, marketing, communications, tourism, or a related field.

Desirable Skills And Qualifications

• Experience using CRM systems, email automation tools, website analytics, or customer feedback platforms.
• Experience mapping customer journeys or testing improvements to communications and workflows.