Senior Customer Experience Manager

Responsibilities:<\/strong><\/p>\n

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• Design and review omni channel end-to-end customer journeys using Design Thinking, identify pain points, moments of truth and areas of opportunity<\/li>\n
• Advocate journey thinking and embrace digital first mindset to use data and technology to help business delivery across customer interactions and touchpoints, and to ensure quality and consistent customer experience<\/li>\n
• Leverage user data, customer voice, insights and market information to help identify, prioritize and direct the implementation of different customer experience initiatives for driving sustainable customer engagement and business growth<\/li>\n
• 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 initiative on an ongoing basis<\/li>\n
• Formulate UX\/UI, customer communication playbooks to govern experience consistency<\/li>\n
• Conduct CX review on user experience and customer communications prior new product \/ service launch to ensure meeting of standards<\/li>\n
• Collaborate with business stakeholders, functional team in managing customer voices that enrich the customer voice database and derive actionable insights<\/li>\n<\/ul>\n

  Requirements:<\/strong><\/p>\n

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  • Degree or above with major in Business Administration, Finance, Marketing, Economics, or related disciplines<\/li>\n
  • More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer experience, digital experience, new initiative development<\/li>\n
  • Familiar with financial products, local regulatory requirements, inter-bank market practices, operations \/ service enhancement, etc.<\/li>\n
  • Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple projects<\/li>\n
  • Experience in scrum \/ agile \/ fintech \/ transformation an advantage<\/li>\n
  • Excellent interpersonal, analytical, organizing and management skills with creative mind<\/li>\n
  • Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)<\/li>\n<\/ul>"