What Jobs are available for Customer Satisfaction in Hong Kong?

*The Department *
The Customer Strategy, Insights, and Innovation (CSII) Division is dedicated to cultivating customer-centric capabilities across the Club ecosystem and shaping customer strategies that drive business growth. Through a data-driven approach, the Division strives to achieve a 360-degree understanding and insights of owners, members and wagering customers, enabling the seamless design of end-to-end customer experiences across online and offline channels (Racecourses and Off-course Betting Branches). This is achieved by integrating Clubwide customer data onto a unified platform, creating a single view of our customers that empowers us to deliver personalised offers and unique experiences.

The job holder is responsible for supporting strategies formulation to achieve the business target of increased designated group of customers' wagering turnover and enhanced customer satisfaction using business analytics and CRM programs.

*The Job *
You will

• Assist Manager to formulate strategy, business and marketing plans for designated customer group in the areas of racing tourism; also assist to drive and coordinate for intended customer experiences through managing the entire implementation and execution of tourist program
• Develop and execute marketing campaigns, including strategic marketing partnership and racecourse attendance drive programs; also evaluate and analyse program/event effectiveness
• Build and maintain strong relationships with local tourism operators , government agencies and community group to expand our racecourse offering and tourism product outreach
• Develop, design and execute strategic plans to expand tourism , focusing on specific geographic areas or niche markets
• Identify and pursue new business opportunities, and cooridinate with partners on joint initiatives and marketing effort
• Compile and analyze data on tourism trends, visitors numbers & economic impact to identify new opportunities and inform strategies
• Ensure compliance with Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's businesses
• Undertake other duties as assigned by Line Manager

About You
You should have

• A bachelor's degree in Marketing , Business or Tourism Management
• A minimum 5 to 8 years of working experience in tourism development, hospitality related field
• Strong project management skills , including the ability to manage multiple project simultaneously
• Excellent negotiation and partnership building skills
• Experience in end-to-end customer programme development
• Experience in tourism development product
• Strong analytical and strategic thinking abilities
• Understanding of tourism landscape in China, Asia and International market

*Terms of Employment *
The level of appointment will be commensurate with qualifications and experience.

*How to Apply *
Please submit your resume with expected salary by clicking the Apply Now button.

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Role Purpose:

• The Director, Customer Experience & Culture Development role is critical in leading the development and implementation of Group Customer frameworks and programmes that elevate customer experience (CX) and journey design practices across the organization.
• The role also supports the embedding of customer-centric culture through targeted initiatives that build mindset and capability across the Group.

Responsibilities

• Lead future-state journey development: Define and shape best-in-class customer journeys that support strategic business goals and reflect aspirational experience standards.
• Ensure research-led and validated design: Ground journey design in robust customer research and ensure solutions are tested and refined through feedback and validation.
• Collaborate with Business Units on journey design: Co-create future-state journeys with Business Units, aligning initiatives to market-specific roadmaps and priorities.
• Establish CX design standards and KPIs: Set experience design principles, aspirational targets, and measurable KPIs to guide consistent delivery and track advocacy outcomes across markets.
• Design and drive culture-building programmes: Develop and implement initiatives that foster a customer-centric mindset and embed customer-first behaviours across the Group.
• Deliver structured upskilling and mindset-building: Contribute to the creation of engaging programmes that build CX capabilities and support cultural transformation.
• Integrate CX and culture into transformation efforts: Ensure customer experience and cultural initiatives are embedded within broader enterprise transformation programmes.
• Partner with senior leaders and working teams across markets and functions: Work closely with leadership to bring CX and culture initiatives to life through strategic alignment and shared ownership.

Requirements

• Bachelor's degree in any discipline; advanced degree preferred
• 15–20 years of experience in customer experience and service design
• Strong understanding of customer journey mapping, research methodologies, experience validation, and cultural transformation
• Proven ability to influence senior stakeholders and drive cross-functional collaboration
• Experience in Insurance and Asian markets preferred
• Excellent communication, program management, and organizational skills
• Demonstrated ability to define CX standards, KPIs, and reporting frameworks
• Passion for customer-centricity and cultural transformation

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Job Description
Some careers have more impact than others.
If you're looking for a career where you can make a real impression, join Hang Seng and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

Insurance
Hang Seng Bank was one of Hong Kong's bancassurance pioneers with insurance business footprint started since 1965. Over the years, Hang Seng Bank has been committed to serve its customers by providing full spectrum of insurance products including Life Insurance manufacturing, distribution of General Insurance and Medical products, and MPF business.

Insurance is a fast-growing business and is one of the key drivers of Hang Seng Bank. As a well-established insurance entity, we take care of every need of our customers with an optimized service excellence through the Bank's retail and commercial network, with a dedicated team of professionals in place.

Principal Responsibilities

• Manage customer enquiries / complaints and deliver quality insurance services to Hang Seng Life Insurance customers efficiently and effectively
• Handle communication with regulators / external parties (IA/HKMA/ICB/FDRC) regarding insurance related enquiries / complaints.
• Identify customer pain points through customer services / complaints and drive improvement in customer journeys and experiences
• Work closely with internal counterparts to ensure all activities are in compliance with the requirement of the Bank and regulatory authorities

Requirements

• University degree
• Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 are an advantage
• Minimum 5 years of banking / insurance experience with exposure to customer services / complaint handling / customer experience management
• Have knowledge of life insurance products are an advantage
• Excellent customer focus, with the capacity to answer customer needs and demonstrate commitment to providing the highest levels of services
• Ability to deliver and mobilize change while working with stakeholders across the organization
• Proficient command of English and Chinese with good articulation of insights

The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to Hong Kong Monetary Authority - Mandatory Reference Checking Scheme.

You'll achieve more when you join Hang Seng Bank Limited.

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Issued by Hang Seng Bank Limited

Company description:

The Hong Kong Jockey Club

Job description:

The Department

The Customer Strategy, Insights, and Innovation (CSII) Division is dedicated to cultivating customer-centric capabilities across the Club ecosystem and shaping customer strategies that drive business growth. Through a data-driven approach, the Division strives to achieve a 360-degree understanding and insights of owners, members and wagering customers, enabling the seamless design of end-to-end customer experiences across online and offline channels (Racecourses and Off-course Betting Branches). This is achieved by integrating Clubwide customer data onto a unified platform, creating a single view of our customers that empowers us to deliver personalised offers and unique experiences.

The job holder is responsible for supporting strategies formulation to achieve the business target of increased designated group of customers' wagering turnover and enhanced customer satisfaction using business analytics and CRM programs.

The Job

You will

• Assist Manager to formulate strategy, business and marketing plans for designated customer group in the areas of racing tourism; also assist to drive and coordinate for intended customer experiences through managing the entire implementation and execution of tourist program
• Develop and execute marketing campaigns, including strategic marketing partnership and racecourse attendance drive programs; also evaluate and analyse program/event effectiveness
• Build and maintain strong relationships with local tourism operators , government agencies and community group to expand our racecourse offering and tourism product outreach
• Develop, design and execute strategic plans to expand tourism , focusing on specific geographic areas or niche markets
• Identify and pursue new business opportunities, and cooridinate with partners on joint initiatives and marketing effort
• Compile and analyze data on tourism trends, visitors numbers & economic impact to identify new opportunities and inform strategies
• Ensure compliance with Responsible Gambling Policy and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's businesses
• Undertake other duties as assigned by Line Manager

About You

You should have

• A bachelor's degree in Marketing , Business or Tourism Management
• A minimum 5 to 8 years of working experience in tourism development, hospitality related field
• Strong project management skills , including the ability to manage multiple project simultaneously
• Excellent negotiation and partnership building skills
• Experience in end-to-end customer programme development
• Experience in tourism development product
• Strong analytical and strategic thinking abilities
• Understanding of tourism landscape in China, Asia and International market

Terms of Employment

The level of appointment will be commensurate with qualifications and experience.

How to Apply

Please submit your resume with expected salary by clicking the Apply Now button.

We are an equal opportunity employer. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and prospective employees relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.

Responsibilities:

• Promote and implement customer-centric model in Personal Banking Business by leading customer journey mapping and best-in-class user experience design
• Partner with customer segments, product and channel managers to design and optimize end-to-end customer journeys using Design Thinking as well as bringing in the latest market tools, identify pain points, moments of truth and areas for opportunity to ensure delivery of quality, seamless and consistent experience at every interaction and touchpoint
• Plan and execute user research using a variety of methods, synthesize insights to identify opportunities for product improvement and innovation, and translate user insights into actionable design decisions and product roadmaps
• Craft customer journey map, prepare interactive prototype, conduct CX review on user experience and customer communications prior to new products/ service launch to ensure meeting of standards
• Understand customer needs and pain points, gather feedback, analyze data, translate customer voice into strategies to improve Net Promoter Score, enhance satisfaction and loyalty
• Stay up-to-date with industry trends, best practices, testing tools and emerging technologies in customer experience design, product design and user research
• Provide support to ad hoc projects/tasks as assigned

Requirements:

• Bachelor degree or above
• Preferably with major/minor in Psychology, Business Administration, Statistics, UXUI, Multimedia, Human-Computer Interaction, Design or related disciplines
• More than 8 years of relevant experience in banking industry, including at least 5 years' experience in customer research, digital experience, new initiative development, UX/UI design
• Sound knowledge of Personal Banking products and services and familiar with local regulatory requirements, inter-bank market practices, etc.
• Expertise in a wide range of user research methodologies, with proven track record of transforming user insights into actionable product recommendations and design decisions
• Exceptional quantitative and qualitative data analysis, synthesis, and visualization skills with the ability to plan and execute user research studies
• Proficiency with a wide range of user research tools and UI software (such as Figma, Adobe XD is preferred), with solid experience to facilitate in-depth interview and focus group
• Excellent presentation and storytelling skills, with ability to work collaboratively and build strong relationships with cross-functional teams
• Passion for understanding user needs and improving customer experiences
• Self-starter with a strong creative and problem-solving mindset
• Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)
• Candidate with less experience will be consider as Deputy/Assistant Customer Experience Manager

Responsibilities:

• Responsible for showroom customer services, such as answering calls, welcoming guests, and managing the front desk area
• Ensure great customer experience and answer enquiries in a proactive and positive manner
• Establish and maintain good relationship with customers
• Carry out administration work as required

Requirements:

• Tertiary educated or HKALE/DSE graduated
• With 1-2 years relevant solid experience in receptionist and/or customer service work would be an advantage;
• Excellent telephone manner and interpersonal skills with a positive attitude is essential;
• Proficient at using MS Office applications;
• Good command of both written and spoken English, Putonghua and Cantonese

We offer a competitive remuneration package to the right candidate. Interested candidates please send your resume with present and expected salary by clicking "Apply Now" button for submission.

For more information about us, please visit our website:

All applications will be used exclusively for selection purposes and handled confidentially by authorized personnel only. Your application may also be considered for other suitable positions within the Group.  The Group will retain their applications for a maximum period of one year and may refer suitable applicants to other vacancies within the Group.

Responsibilities:

• Cultivate strong team culture by injecting company's vision, mission and core values into team discussions and decision making processes and behavioural standards
• Assist in deploy clients engagement programs, campaigns to increase client retention ratio and loyalty scores
• Maintain the relevant CRM systems in upkeep the correctness of clients database
• Assist in generating client success reports for management in carrying analytical decisions
• Provide clerical and administration support to management team
• Manage and maintain customer on-boarding processes to provide new customers with a warm welcome, answer their questions, and help them get started with the company's products or services
• Provide ongoing support to customers, helping them troubleshoot problems, and providing them with the resources they need to be successful
• Carry out any necessary administrative works related to client success
  
  o course granting
  
  o Invoicing, receipts, agreements
  
  o Community management
• Maintain rapport with high end clients to ensure clients maximizes success from the company's programs and services
• Assist with client inquiries including handling feedbacks professionally
• Any other ad hoc relevant projects as required

Results:

• Maintain 80+% client happiness
• Improved customer and brResponded to all general enquiries within 0.5 working days (or quicker for some channels, refer to SOP for details)and loyalty
• Global standardisation on customer service levels
  
  *subject to change based on business needs

Requirements:

• Diploma or above in Marketing, Business Management or relevant discipline
• Minimum 3 years strong and demonstrable experience in clients servicing and engagement
• A driven good team player and desire to work in a team-oriented environment
• International exposure or experience in an MNC an advantage
• Experienced in C-Suite / high calibra client management an advantage
• Able to work independently and under pressure
• Experience in online programmes and services is preferable
• Strong business acumen and innovative thinking, result-oriented, good team player
• High Cantonese fluency is a must and English, Mandarin proficiency is preferred
• Excellent communicator and values teamwork
• Self-starter, hunger for success, eager to learn and open to new ideas
• Strong passion for the internet environment, result-oriented, proactive and independent
• Strong sense of responsibility, well organised with exceptional problem-solving skill with a can-do attitude

Role:

• The Customer Experience Specialist is responsible for ensuring that customers have a positive and memorable experience with the company. This includes ensuring all onboarding customers are welcomed and they are serviced throughout their journeys to success.
• This role will work to maintain and improve existing measures in place, the ideal candidate will work cross functionally to support, provide insights, be a catalyse to achieving overall team's and company's goals upholding the quality standards the company has always provided

Responsibilities:

• Cultivate strong team culture by injecting company's vision, mission and core values into team discussions and decision making processes and behavioural standards
• Assist in deploy clients engagement programs, campaigns to increase client retention ratio and loyalty scores
• Maintain the relevant CRM systems in upkeep the correctness of clients database
• Assist in generating client success reports for management in carrying analytical decisions
• Provide clerical and administration support to management team
• Manage and maintain customer on-boarding processes to provide new customers with a warm welcome, answer their questions, and help them get started with the company's products or services
• Provide ongoing support to customers, helping them troubleshoot problems, and providing them with the resources they need to be successful
• Carry out any necessary administrative works related to client success

-Course granting

-Invoicing, receipts, agreements

-Community management
- Maintain rapport with high end clients to ensure clients maximizes success from the company's programs and services
- Assist with client inquiries including handling feedbacks professionally
- Any other ad hoc relevant projects as required

Results:

• Maintain 80+% client happiness
• Improved customer and brResponded to all general enquiries within 0.5 working days (or quicker for some channels, refer to SOP for details)and loyalty
• Global standardisation on customer service levels

*subject to change based on business needs

Requirements:

• Diploma or above in Marketing, Business Management or relevant discipline
• Minimum 3 years strong and demonstrable experience in clients servicing and engagement
• A driven good team player and desire to work in a team-oriented environment
• International exposure or experience in an MNC an advantage
• Experienced in C-Suite / high calibra client management an advantage
• Able to work independently and under pressure
• Experience in online programmes and services is preferable
• Strong business acumen and innovative thinking, result-oriented, good team player
• High Cantonese fluency is a must and English, Mandarin proficiency is preferred
• Excellent communicator and values teamwork
• Self-starter, hunger for success, eager to learn and open to new ideas
• Strong passion for the internet environment, result-oriented, proactive and independent
• Strong sense of responsibility, well organised with exceptional problem-solving skill with a can-do attitude

Our client, a fast-growing player in the financial services space, is expanding into Hong Kong after rapid success in Singapore — 80,000+ customers in just 7 months

We're looking for a
Customer Experience Lead
to build and scale customer support and communications from the ground up. This is your chance to shape CX strategy in a high-growth startup with real impact.

Key Responsibilities

Customer Support Management

• Set up and lead customer support operations in Hong Kong
• Ensure timely, high-quality responses to customer inquiries and issues
• Establish and manage platforms such as email and Zendesk
• Develop customer service policies and procedures aligned with compliance standards
• Build and scale a support team as the customer base grows

Customer Communications

• Own and manage all customer-facing communications (FAQs, emails, in-app messages)
• Ensure tone, clarity, and content comply with brand and regulatory standards
• Oversee communication delivery via platforms like Blueshift or other CDPs
• Collaborate with product and marketing teams to align messaging with launches and campaigns

Voice of the Customer

• Gather and analyze customer feedback to drive insights and improvements
• Be a strong advocate for the customer within the business, influencing product direction and service enhancements

Process Improvement

• Identify and implement improvements to support workflows and customer journeys
• Use data to detect patterns, improve efficiencies, and boost satisfaction

What We're Looking For:

• 5+ years in Customer Experience or Support roles
• Hands-on experience with Zendesk (or similar tools)
• Excellent communicator with a knack for process improvement
• Startup mindset – proactive, flexible, and execution-focused

This can be your chance to grow with a purpose-driven, regional team

If you're ready to make your mark in one of Asia's most exciting fintech expansions, we'd love to hear from you.