Customer Experience VP (Bank)

Responsibilities:

• Lead the Customer Experience team in fostering the unit's business development and ensuring delivery of quality customer experience to the customers.
• Ensure smooth and effective collaboration with internal stakeholders and external product partners.
• Dedicated to supporting the customer experience journey and related initiatives.
• Manage customer feedback/complaints and related regulatory correspondences.
• Handle non-marketing communications.
• Coordinate regular/annual customer engagement surveys and implement corresponding improvement plans.
• Embed a service culture within the banking group and manage/promote the implementation of RED/Empathy initiatives.
• Drive initiatives and facilitate their reporting at both local and regional levels.
• Provide oversight of the implementation of product development, sales campaigns, and cross-selling/referrals initiatives.
• Support the COO team on ad-hoc projects and initiatives.

Requirements:

• Degree holder in Business or a related discipline.
• Good grounding in general banking products, operations and services.
• Minimum 12 years of relevant experience, with at least 5 years in a manager role.
• Customer-oriented, passionate to succeed, and accountable.
• Strong responsiveness, good analytical and problem-solving skills.
• Good understanding of service quality and event/campaign management.
• Thoughtful understanding of service culture/digitalization-related training, such as RED Belt, HCD Coaching, Business Agile, Digi-Ninja, etc.
• Extensive knowledge of banking and financial products.
• Good command of written and spoken English and Chinese.