Job ref no.: 495432 (CT3119747-01#4410)
Bank of China (Hong Kong) Limited

Senior Customer Segment Manager / Customer Segment Manager (Customer Journey)

Bank of China (Hong Kong) Limited

Company Profile
  • 5-day week
  • Birthday leave
  • Compassionate leave
  • Competitive pay
  • Dental plan
  • Discretionary bonus
  • Education subsidies
  • Extra maternity leave
  • Extra paternity leave
  • Family medical plan
  • Housing allowance
  • Insurance plan
  • Marriage leave
  • Medical plan
  • … + 8 more

Job No.: 495432
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Project Management, Strategic Planning


  • Build different customer journeys to improve customer satisfaction with the banking services (Customer Journey)
  • Re-examine the products, customer service, processes, promotion, sales contacts, after-sales service, etc.
  • Evolve from individual product sales to a full range of service solution providers, enhancing the relationship between our customers and the Bank's major banks
  • Establish the standardized guidelines or improvement programs to enhance customer experience at different levels, and prioritize processing according to the urgency of the problem
  • Promote, implement, track and monitor the customer experience improvement solutions
  • Design and implement online and offline customer communication content, intonation, channels, frequency and service commitment to enhance customer experience and professional image
  • Review and optimize customer information, service fee waiver and processing mechanisms existing in different internal channels and codes of practice to unify customer experience
  • Engage in the design and implementation of the strategic planning project to ensure that the project is built and executed on a customer-centric basis
  • Establish a customer voice/opinion and customer review database


  • Degree or above with major in Business Administration, Finance, Economics, Statistics, or related disciplines
  • More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer segment management
  • Familiar with financial products and operations / service enhancement, and with the drive to strive for continuous improvement
  • Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple projects.
  • Excellent communication, analytical, organizing and management skills with creative mind
  • Great Chinese and English writing skills
  • Proficient in both spoken English and Chinese (Cantonese and Mandarin)
  • Less experienced candidate will be considered as Manager role

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. 495432 (CT3119747-01#4410)
Job Function
Employment Term
  • Full-time
  • 10 years
Career Level
  • Middle management level
  • Degree