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Customer Experience Lead, Large Financial Institution (90-110K)

Morgan McKinley Hong Kong
Full time Permanent On-site Competitive

About the job

Job Responsibilities

Strategic CX Leadership
  • Define Vision: Establish the overall customer experience strategy aligned with the bank's business goals.
  • Culture Change: Drive a customer-centric culture
  • ROI Mapping: Link CX initiatives directly to financial metrics like retention, cross-sell rates, and lifetime value.
Data, Analytics & Insights
  • Voice of Customer (VoC): Manage enterprise-wide VoC programs to capture customer feedback across all touchpoints.
  • Metric Ownership: Track, analyze, and report on key metrics including NPS, CSAT, and Customer Effort Scores (CES).
  • Root-Cause Analysis: Identify systemic pain points in financial journeys using data analytics and behavioral insights.
Journey Mapping & Design
  • End-to-End Mapping: Design comprehensive maps for critical customer journeys like loan onboarding, mortgage applications, and wealth advisory.
  • Omnichannel Alignment: Ensure a seamless transition for customers moving between digital apps, website, call centers, and physical branches.
  • Future-State Design: Co-create innovative service blueprints that leverage automation while maintaining human empathy where needed.
Cross-Functional Collaboration
  • Product Partnerships: Work with Product Owners to embed customer feedback into the development of digital banking features.
  • Operations & Compliance: Collaborate with legal, risk, and compliance teams to simplify complex regulatory language and procedures for customers.
Governance & Transformation
  • Change Management: Lead transformation projects aimed at removing friction from legacy banking systems and workflows.
  • Close-the-Loop: Implement robust inner and outer-loop processes to resolve individual customer complaints and fix systemic issues.
  • Vendor Management: Oversee third-party CX platforms, research agencies, and consulting partners.
Job Requirements
  • Bachelor's degree from a reputable university
  • At least 15 years of relevant experience gained from large financial institutions or management consulting firms
  • Excellent command of Cantonese and English