Job ref no.: 498592
Bank of China (Hong Kong) Limited

Customer Experience Manager

Bank of China (Hong Kong) Limited

Job No.: 498592
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Strategic Planning, Project Management, FinTech


  • Drive customer-centric model in Personal Banking Business by leading customer journey / experience design across all customer segments, products and service channels
  • Act as a pioneer in customer experience transformation, adopting Design Thinking as well as bringing in the latest market tools
  • Partner with customer segments, product and channel managers to design the end-to-end omni-channel customer journeys using Design Thinking, identify pain points, moments of truth and areas for opportunity
  • Collaborate with business stakeholders, functional teams to drive CX enhancement initiatives to improve Net Promoter Score for Personal Banking Business
  • Design and implement CX measurement framework and govern the standards across the business, also develop tracking metrics and CX dashboard to measure progress of the initiatives on an ongoing basis
  • Conduct CX review on user experience and customer communications prior to new products/ service launch to ensure meeting of standards


  • Bachelor degree or above
  • Preferably with major/minor in Business Administration / Marketing / Economics / Financial Management / Statistics
  • Candidates should have at least 1 year experience in customer experience management, customer propositions / product management, digital channel development in Personal Banking Business or Sales and Marketing.
  • Sound knowledge of Personal Banking products and services and familiar with local regulatory requirements, inter-bank market practices, etc.
  • Knowledge of Design Thinking or Agile will be an advantage
  • Good command of both spoken and written English, Chinese and Mandarin
  • Self-starter with a strong creative and problem-solving mindset
  • Highly organized team player with good presentation skills
  • Open-minded and passionate 

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidate. Interested parties, please submit your application online. For details, please visit our website

To apply:

Data collected would be used for recruitment purposes only. It might also be disclosed to our subsidiaries or Associated Companies to process the information for appointment. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt.

More job information
Job ref no. 498592
Job Function
  • Central
Employment Term
  • Full-time
  • 1 year - 6 years
Career Level
  • Entry level
  • Degree
  • Master's degree