Job ref no.: CT3126533-01#0115
Principal Trust Company (Asia) Limited

Manager, Customer Experience

Principal Trust Company (Asia) Limited

Job Purpose:

We are looking for an all-rounded star on Customer Experience to help us redesign, enable and orchestrate the delivery of our ‘Principal experience’ to & through retirement; and transform the company to be customer obsessed. What’s exciting about this role : this is not a singular facet customer management role but span across lines of business and domains– you are rewarded with extensive exposure across the organisation via working with Data team, Product, Marketing, Engineering and management. You will play a critical role to influence who/how we target, what product/service to innovate/revamp, service channel development/revamp, and development/launch of digital services/ engagement etc.

Customer strategy and journeys design

  • Identify, acquire/retain, and grow ‘high potential’ customers, and create/design end-to-end journeys and strategies to meet customer growth, cross-selling and retention targets
  • Advance and optimize customer segmentations to meet key milestones on personalized engagements within 2021 and long-term goals by 2023
  • Develop guided investment and planning experiences to support target customers to achieve goals throughout customer lifecycle (e.g. accumulation and decumulation stages) – In partnership with our investment and fund management team
  • Orchestrate and collaborate with product, marketing, and service teams to deliver the intended omnichannel journey – both at digital and offline channels
  • Evangelise results/achievements on customer investments and demonstrate ROI to wider business, management, and the board to grow the practice and support cultural/mindset changes.

Product/service innovations

You would work closely with the CX/digital leader and management to continuously improve and innovate on our offerings, you will

  • Act as a product owner of Customers, identify opportunities product/services development, shape roadmap; and work with Product community to ideate, prioritise and execute
  • Work closely with regional and global Centre of Excellence (CoE), and stay abreast of trends in Fintech/ecosystem, to identify opportunities to leverage enterprise offerings for localization in Hong Kong and Greater Bay Area, and identify collaboration opportunities with external partners to meet unmet needs
  • As the SME on research, provide leadership and support product ideation, testing development via research, UX research, testing, A/B testing, co-creation, and optimisation.

Voice of Customers and Insights

  • As research & insights owner, co-lead the effort with Data team to build out a ‘360 view/customer profile’ and establish single source of truth to circulate insights/knowledge about our customers for wider business consumption (e.g. market studies, journey maps, segments, structured/unstructured data, feedback, operational /transactional, digital usages, social data)
  • Lead the scaling of our Voice of Customers program to deepen understanding of customers and users; through increasing capture and analyse breadth, depth and frequency.
  • Related strategic improvement opportunities will be rolled back to CX roadmap (also managed by you) for prioritisation
  • Manage external research program with vendors to arrive at recommendations on growth areas/focus for the business

Knowledge building and change management

  • Actively contribute to build a culture of customer first, continuous feedback and improvement to advance customer centricity (i.e. human-centered design, data-driven decision making, agile/digital transformation and insights adoption)


  • University degree holder graduate
  • 8+ years of experience working on strategy/customer segment/insights related areas; accustomed to managing digital customer-facing solutions or portfolio
  • With experience working with Agile/Scrum teams, product manager/owner capacity is a plus
  • Proficient with feedback platforms such as Medallia, SurveyMonkey; and data visualisation tools such as PowerBI,Tableau
  • An excellent understanding of the business value of requirements and can articulate why features are required, what problems they will solve and how they will benefit the end user
  • Clear passion for data, solution-driven and a fair understanding of modern technology and digital landscape
  • Excellent people skills with both tech and business stakeholders
  • Excellent Storytelling and presentation skills to influence peers or Management
  • Experience in Insurance, Pension or Wealth industry is an advantage
  • Good exposure in digital space in financial industry – understands market, customer, and business
  • Customer/user centred design thinking – obsessed about customer experience!
  • Curious in nature, urge to innovate and make an impact, openness to change and appreciate ambiguity during transformation, and eagerness to learn
  • Love to be challenged and finding new ways: Ability to think on your feet. Adaptable approach to work
  • Strong stakeholder management and influencing skills, and the ability to navigate conflicting priorities.
  • Team player and energizer. At the same time hands-on mentality and ready to ‘get his/her hands dirty’
  • Charismatic – excellent influencing, communication, and mentoring skills 

We are an equal opportunity employer and welcome applications from all qualified candidates. All information received will be kept in strict confidentiality and for recruitment purpose only.

Only shortlisted candidates will be notified.

More job information
Job ref no. CT3126533-01#0115
Job Function
  • Kwun Tong
Employment Term
  • Permanent
  • Full-time
  • 8 years - 13 years
Career Level
  • Middle management level
  • Degree
  • 5-day week
  • 13-month pay
  • Discretionary bonus
  • Insurance plan
  • Medical plan