(Senior) Customer Experience Manager

Job No.: 498842
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Strategic Planning, Project Management

Responsibilities:

• Understand the customer pain points with customer-centric mindset, establish the standard guidelines and solutions to address the priorities according to urgency
• Participate in the design and implementation of strategic projects from the perspective of customer experience management to ensure the establishment and implementation are in a customer-centric way
• Lead relevant units to promote and implement customer experience improvement plans, apply agile method to jointly review the content and processes of the plan on a timely basis, and strive to introduce the most suitable plan for customers
• Aim to reinforce the importance of customer-centricity and help the bank to successfully transform into a customer-centric marketing model. To promote from individual member within Customer Experience Division to the other key product managers within personal banking, through multi-dimensional communications and success story sharing
• To cope with the bank’s digital transformation strategy to manage and analyze the customer voices. With the application of NPS, competitive benchmarking and analysis of major banking trends and areas for improvement, understand customer behavior based on quantitative customers’ ratings and propose suggestions for driving CX enhancement
• Manage and expand sources of customer voice, flexibly make use of different tools to collect customers’ feedback before / after product and service launches, collect and analyze comments on banking services through different channels including but not limited to internet and social media in order to derive actionable insights
• Establish a customer voice database to enhance understanding of the needs and expectations of different types of customers by analyzing transactional and behavioral data, multi-dimensional research and customers’ feedback. To ensure customer journey/customer experience design and evaluation are based on objective and accurate analytics models
• Establish a customer review database, coordinate with relevant units for the implementation of customer satisfaction ratings, recommendation ratings and feedback, to enrich the bank’s understanding of customers’ needs and comments
• Based on the “customer-centric" concept, adopting Design Thinking to identify voice of customers and customers’ pain points to plan and implement end-to-end customer journey enhancement projects

Requirements:

• Bachelor degree or above
• Preferably with major/minor in Business Administration / Marketing / Economics / Financial Management / Psychology / Statistics
• At least 8 years of proven experience at relevant roles, including customer experience design and management, product development collection of voice of customer or other related ones, and at least 3 years hands on experience in a supervisory role;
• Strong understanding of personal banking products and services, including deposits, fund, bonds, securities, structural products, insurance, mortgage etc.
• Preferably with strong understanding of Design Thinking, Agile Mindset or Value Stream Management Approach
• Strong communication skills in English, Chinese and Mandarin
• Highly organized team player with good presentation skills
• With a sense of purpose, sense of mission, and proactive working attitude and responsible, and willingness to take up challenges
• Good crisis management skills and communication skills, able to maintain good working relationships amongst various parties across different units
• With coordination and management capabilities
• Self-starter with a strong creative and problem-solving mindset
• Open-minded and passionate leader  

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 http://www.bochk.com

To apply: https://careers.pageuppeople.com/798/cw/en/job/498842/senior-customer-experience-manager=11232

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.