Senior Customer Experience Manager

Full Job Description

Senior Customer Experience Manager Apply Now Job No.: 495432
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Strategic Planning, Project Management

Responsibilities:

• Design and review omni channel end-to-end customer journeys using Design Thinking, identify pain points, moments of truth and areas of opportunity
• 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
• 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
• 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
• Formulate UX/UI, customer communication playbooks to govern experience consistency
• Conduct CX review on user experience and customer communications prior new product / service launch to ensure meeting of standards
• Collaborate with business stakeholders, functional team in managing customer voices that enrich the customer voice database and derive actionable insights

Requirements:

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

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