Phygital Integrated Retail Customer Journey
1. Process management & E2E Retail Customer Journey Streamlining
‑ Process Lifecycle Management\: Lead the closed-loop management of the retail journey—from "Top-level Design and Development" to "Pilot, Rollout, and Optimization." Identify redundancies in existing workflows and streamline requirements to dealer to enhance operational efficiency.
‑ Phygital Process Re-architecture\: Deconstruct traditional sales workflows to seamlessly integrate digital interactions and AI-assisted tools with physical reception logic. Ensure technical solutions are not "add-on tasks" but core elements embedded within the Dealer SOPs to drive efficiency.
‑ Cross-functional Alignment\: Manage the coordination and serve as the central hub for business transformation, coordinating Sales, ND, D&C and IT to reassemble fragmented business requirements into high-efficiency standardized processes, ensuring high consistency and scalability across the retail network
‑ Agile Iteration Mechanism\: Establish a dynamic update mechanism for the customer journey, ensuring processes can iterate rapidly based on market feedback and specific requirements for new vehicle launches.
2. Integration of Physical Space & Digital Touchpoints
‑ Experience integration\: Coordinate the physical and digital customer journey elements and design to ensure a seamless online/offline, physical/retail customer journey.
‑ Circulation Efficiency Optimization\: Coordinate with all retail facing teams to reduce inefficient physical movement through optimized layouts, creating the ideal physical environment for digital tool application and reduce cost of retail.
3. Change Management & Implementation Drive
‑ Stakeholder Management\: Develop and execute change communication strategies tailored for the dealer network. Leverage business data to demonstrate the value of process updates, neutralizing resistance to change and ensuring high adoption rates of new standards.
‑ Performance Monitoring & Feedback\: Build dashboards to monitor process execution, utilizing data analytics to pinpoint operational bottlenecks and provide targeted management interventions or tool optimization requirements.
‑ Empowerment Framework Design\: Define post-transformation working model and assist in developing corresponding training requirements and guidelines.
Main tasks
1. Scenario Discovery & Demand Mining
‑ Deep-diving into dealer workflows to identify "breakpoints"; conducting "AI-first" business process redesign; defining the product-market fit for internal AI tools.
2. Product Design & Technical Logic
‑ Writing high-fidelity BRDs; collaborating with algorithm engineers on model selection and fine-tuning strategies; designing frontend AI interaction patterns (UI/UX for AI)
3. Evaluation & Data Iteration
‑ Establishing the "Core Indicator System" for AI features; analyzing "bad cases" to refine model performance; managing the data-loop from user feedback to model improvement
4. PMO & Risk Management
‑ Leading the end-to-end delivery cycle; managing development toolkits; ensuring cross-system integration stability and AI safety compliance.
5. Ecosystem & Industry Research
‑ Tracking industry trends in Generative AI and B2B retail tech to ensure our systems remain at the forefront of the "Intelligent Upgrade" curve.
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