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

Responsibilities:<\/strong><\/h3>

• Build different customer journeys to improve customer satisfaction with the banking services (Customer Journey)<\/li>
• Re-examine the products, customer service, processes, promotion, sales contacts, after-sales service, etc.<\/li>
• 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<\/li>
• Establish the standardized guidelines or improvement programs to enhance customer experience at different levels, and prioritize processing according to the urgency of the problem<\/li>
• Promote, implement, track and monitor the customer experience improvement solutions<\/li>
• Design and implement online and offline customer communication content, intonation, channels, frequency and service commitment to enhance customer experience and professional image<\/li>
• Review and optimize customer information, service fee waiver and processing mechanisms existing in different internal channels and codes of practice to unify customer experience<\/li>
• 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<\/li>
• Establish a customer voice\/opinion and customer review database<\/li><\/ul>

  Requirements:<\/strong><\/h3>

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