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, utilizing NPS and complaint data to identify customer needs and pain points. Conduct thorough analysis to uncover service gaps and inform strategic focus areas for improvement
- Transform data findings into actionable recommendations for various teams, including budget prioritization and resource allocation
- Conduct root cause analyses and holistic reviews to identify opportunities for service enhancements and drive improvement initiatives to enhance NPS and reduce customer complaint volume
- Collaborate with other departments to review end-to-end customer journeys/ initiatives. Support frontline staff during product and service launches to mitigate risk and enhance customer experience
- Promote a customer-centric culture within Wealth and Personal Banking business by embedding service excellence principles in daily operations and decision-making
Requirements - Bachelor's degree in Business, Marketing, Services/ Hospitality/ Operation Management or other relevant qualifications
- Strong understanding of financial industry, with extensive customer experience management is a definite advantage
- Strong analytical skills with the ability to interpret complex data sets and derive meaningful insights
- Excellent communication and interpersonal skills, with a knack for presenting data-driven recommendations clearly and effectively
- Strong project management skills, ability to work with minimal supervision
- Ability to work collaboratively in a team-oriented environment and manage multiple projects simultaneously
- Proficiency in both English and Chinese
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