Manager, Customer Experience - Hang Seng Bank (HK)

Job description A Career with Hang Seng Bank Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages. Principal responsibilities Act as the "Voice of Customers" ch

Hang Seng Bank Limited - Hong Kong - Full time

Salary: Competitive

Job description
A Career with Hang Seng Bank
Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.
Principal responsibilities
  • Act as the "Voice of Customers" champion of key channels and products, leading the root cause analysis, understanding market trends and driving improvement initiatives to enhance NPS and reduce complaint volume
  • Perform post implementation evaluation of improvement initiatives linking to customer experience metrics
  • Critically review end-to-end customer journeys/ initiatives from customers' perspective and mobilize journey owners for enhancement
  • Drive strategic initiatives/ customer experience projects, uncover service gaps and implement improvement measures
  • Support ad hoc projects to promote customer centricity culture with Wealth and Personal Banking business
Requirements
  • University degree in a Business Administration, Services / Hospitality / Operation Management or other relevant qualifications
  • Strong understanding of financial industry, with extensive customer experience management is a definite advantage
  • Analytical skills with ability to identify and address areas for improvement
  • Excellent customer focus, with capability to anticipate customer needs and demonstrate commitment to providing the highest levels of service
  • Strong project management skills, ability to work with minimal supervision
  • Proficiency in both English and Chinese
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
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