Job ref no.: 170006MK_1528797656

Assistant Manager, Customer Segmentation

AXA General Insurance Hong Kong Limited

Job Role:

  • Define and develop an overarching customer-centric corporate strategy with the ability to iteratively execute on smaller and manageable goals
  • Identify core strategic customer segments for AXA HK (both individual and corporate) and develop customer experience journeys through Voice of Customers / Voice of Distributors and user experience research/understanding
  • Design the future-state omni-channel customer experience that reduces customer pain points, reaffirms customers trust in the company and leads to improved customer segment profitability over time
    • Research and define what customers value - how to determine the differentiating experience and determine what customers to invest in
    • Identify customer pain points, define and monitor service standards, enable easy customer navigation across the organisation and create new ways to enrich the buying experience
    • Work with business functions to implement and refine modelled journey and identify and track improvements
  • Coordinate across organisation to rollout initiatives that address customer pain points and align the customer journey with the desired end-state, including:
    • Drive profitable customer behaviours through the creation of initiatives such as customer retention, loyalty, satisfaction, cross-sell/up-sell and improving the overall customer experience through working with distribution teams, other marketing functions, product teams and operation teams
    • Create cross-functional customer service processes, resulting in a seamless hand-off from marketing to sales to service and support
    • Design, orchestrate and improve customer experiences by ensuring consistency across channels of customer interaction
  • Develop and maintain a strong set of customer management information / metrics to measure effectiveness / progress of customer effort. Monitor results and take corrective actions as needed
  • University graduate

Job Requirement:
  • 5-8 years of experience with strong project-based operational, marketing or financial background
  • Process strong project management and analytical skills
  • Strong communications skills - both written and spoken
  • Strong interpersonal and people management skills to facilitating cohesive cross-functional teamwork. Ability to facilitate working together across the silos
  • Proactive and with a can-do attitude
  • Change management skill
  • Ideally in Insurance / Financial Services Industry with experience in customer management or CRM roles. Knowledge of and experience in application of design thinking, agile methodology to deliver tangible business outcomes would be advantages

More job information
Job ref no. 170006MK_1528797656 (CT3114945-01#0115)
Job Function
  • Central
Employment Term
  • Permanent
  • Full-time
  • 0 year
Career Level
  • Middle management level
  • Degree