Senior Customer Experience Manager

Responsibilities: Design and review omni channel end-to-end customer journeys using Design Thinking, identify pain points, moments of truth and areas of opportunity Advocate journey thinking and embrace digital first mindset to use data and technology to help business delivery across customer interactions and touchpoints, and to ensure quality and consistent customer experience Leverage user data, customer voice, insights and market information to help identify, prioritize and direct the implem

Bank Of China (Hong Kong) Limited - Hong Kong - Full time

Salary: Competitive

Responsibilities:
  • Design and review omni channel end-to-end customer journeys using Design Thinking, identify pain points, moments of truth and areas of opportunity
  • Advocate journey thinking and embrace digital first mindset to use data and technology to help business delivery across customer interactions and touchpoints, and to ensure quality and consistent customer experience
  • Leverage user data, customer voice, insights and market information to help identify, prioritize and direct the implementation of different customer experience initiatives for driving sustainable customer engagement and business growth
  • Design and implement CX measurement framework and govern the standards across the business, also develop tracking metrics and CX dashboard to measure progress of the initiative on an ongoing basis
  • Formulate UX/UI, customer communication playbooks to govern experience consistency
  • Conduct CX review on user experience and customer communications prior new product / service launch to ensure meeting of standards
  • Collaborate with business stakeholders, functional team in managing customer voices that enrich the customer voice database and derive actionable insights
Requirements:
  • Degree or above with major in Business Administration, Finance, Marketing, Economics, or related disciplines
  • More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer experience, digital experience, new initiative development
  • Familiar with financial products, local regulatory requirements, inter-bank market practices, operations / service enhancement, etc.
  • Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple projects
  • Experience in scrum / agile / fintech / transformation an advantage
  • Excellent interpersonal, analytical, organizing and management skills with creative mind
  • Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)
Apply
20995849

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