16 Cx Manager jobs in Hong Kong

Join to apply for the Customer Experience Manager / Assistant Customer Experience Manager role at Bank of China (Hong Kong)

Join to apply for the Customer Experience Manager / Assistant Customer Experience Manager role at Bank of China (Hong Kong)

Direct message the job poster from Bank of China (Hong Kong)

• 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
  

• 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
  

• 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
  

• Seniority level Not Applicable

• Employment type Full-time

• Job function Information Technology and Project Management
• Industries Banking, Capital Markets, and Financial Services

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Islands District, Hong Kong SAR 17 hours ago

Wan Chai District, Hong Kong SAR 1 day ago

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Join to apply for the Customer Experience Manager role at Hong Kong Disneyland

Join to apply for the Customer Experience Manager role at Hong Kong Disneyland

As a Customer Experience Manager, you will be the champion of delivering positive, seamless, personalized, and magical experiences with the company’s products and services across all customer touchpoints—from digital platforms to in-resort interactions. This role blends strategic thinking with operational execution, using data-driven insights to enhance the customer journey and drive customer satisfaction. You’ll collaborate with various line of business including Sales, Marketing, Consumer Insights, Operations, Revenue Management and Technology to shape and elevate the end-to-end experience including pre-arrival, on-site and post-arrival, ensuring every interaction reflects the Disney standard of excellence.

Responsibilities

• Collect and analyze customer feedback and operational data to identify trends and propose actionable improvements.
• Design and refine customer journeys across digital and physical channels (e.g., website, mobile app, WeChat, call center, in-resort) to ensure consistency and personalization.
• Develop and implement customer experience strategies aligned with business goals and customer expectations. Lead cross-functional initiatives to enhance the ease of trip planning and the overall customer journey of HK Disneyland.
• Evaluate the effectiveness of Customer Experience (CX) initiatives using dashboards and reports. Monitor KPIs and business impact to ensure continuous improvement.
• Oversee customer service team or vendor to ensure high-quality service delivery and operational excellence.
  
  
  

• Bachelor’s degree in Business, Hospitality, Tourism, Marketing, Computer Science or other relevant disciplines.
• Minimum 5 years in customer operations, customer experience, or related fields
• Proven experience managing cross-functional projects and working with operational teams
• Preferred experience in a multinational company with a track record of successful CX initiatives
• Strong analytical and problem-solving skills with experience in data tools and dashboards
• Proficient in Cantonese and English, Putonghua is preferred
• Familiarity with customer journey mapping and experience design principles
• Proficient in Microsoft Office and data analytics tools
• Customer-centric mindset, results-driven, and self-motivated
• Strong collaboration and stakeholder management skills
  
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Sales and Advertising
• Industries Entertainment Providers

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Wan Chai District, Hong Kong SAR 3 days ago

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Join to apply for the Customer Experience Manager role at Hong Kong Disneyland

Join to apply for the Customer Experience Manager role at Hong Kong Disneyland

As a Customer Experience Manager, you will be the champion of delivering positive, seamless, personalized, and magical experiences with the company’s products and services across all customer touchpoints—from digital platforms to in-resort interactions. This role blends strategic thinking with operational execution, using data-driven insights to enhance the customer journey and drive customer satisfaction. You’ll collaborate with various line of business including Sales, Marketing, Consumer Insights, Operations, Revenue Management and Technology to shape and elevate the end-to-end experience including pre-arrival, on-site and post-arrival, ensuring every interaction reflects the Disney standard of excellence.
Responsibilities

• Collect and analyze customer feedback and operational data to identify trends and propose actionable improvements.
• Design and refine customer journeys across digital and physical channels (e.g., website, mobile app, WeChat, call center, in-resort) to ensure consistency and personalization.
• Develop and implement customer experience strategies aligned with business goals and customer expectations. Lead cross-functional initiatives to enhance the ease of trip planning and the overall customer journey of HK Disneyland.
• Evaluate the effectiveness of Customer Experience (CX) initiatives using dashboards and reports. Monitor KPIs and business impact to ensure continuous improvement.
• Oversee customer service team or vendor to ensure high-quality service delivery and operational excellence.
  

• Bachelor’s degree in Business, Hospitality, Tourism, Marketing, Computer Science or other relevant disciplines.
• Minimum 5 years in customer operations, customer experience, or related fields
• Proven experience managing cross-functional projects and working with operational teams
• Preferred experience in a multinational company with a track record of successful CX initiatives
• Strong analytical and problem-solving skills with experience in data tools and dashboards
• Proficient in Cantonese and English, Putonghua is preferred
• Familiarity with customer journey mapping and experience design principles
• Proficient in Microsoft Office and data analytics tools
• Customer-centric mindset, results-driven, and self-motivated
• Strong collaboration and stakeholder management skills
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Sales and Advertising
• Industries Entertainment Providers

Referrals increase your chances of interviewing at Hong Kong Disneyland by 2x

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Wan Chai District, Hong Kong SAR 3 days ago

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CX Journey Analytics & Strategy

1. Lead end-to-end customer journey mapping across all touchpoints (purchase, inquiries, renewals, claims).
2. Develop a robust customer segmentation framework beyond demographics and past purchase history, incorporating lifestyle and behavioral data.
3. Oversee the implementation of predictive analytics for customer lifetime value modeling.
4. Collaborate with IT to establish a unified customer data platform that connects all touchpoints.
5. Work with the Customer Growth Team to build a holistic view of the customer journey, enabling leads to convert into customers.

1. Lead the Customer Optimization Team to design and implement campaigns that enhance customer experience across all touchpoints (post-purchase, renewals, claims).
2. Provide strategic guidance to assistant managers in developing retention, cross-sell/upsell, and engagement programs.

CX Journey Analytics & Strategy

• Lead end-to-end customer journey mapping across all touchpoints (purchase, inquiries, renewals, claims).
• Develop a robust customer segmentation framework beyond demographics and past purchase history, incorporating lifestyle and behavioral data.
• Oversee the implementation of predictive analytics for customer lifetime value modeling.
• Collaborate with IT to establish a unified customer data platform that connects all touchpoints.
• Work with the Customer Growth Team to build a holistic view of the customer journey, enabling leads to convert into customers.

• Lead the Customer Optimization Team to design and implement campaigns that enhance customer experience across all touchpoints (post-purchase, renewals, claims).
• Provide strategic guidance to assistant managers in developing retention, cross-sell/upsell, and engagement programs.

Join to apply for the Senior CX Manager - Hong Kong Business role at HSBC

3 days ago Be among the first 25 applicants

Join to apply for the Senior CX Manager - Hong Kong Business role at HSBC

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Job Description

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC 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, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking (WPB) Hong Kong helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. We have four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Senior Customer Experience Manager.

Principal Responsibilities

In this role you will

• Deliver the holistic CX (customer experience) and Relations strategy that can drive continued improvement in CX, elevation in customer advocacy along with reduction in complaint, sustainable customer engagement and business growth
• Lead to pioneer AI-powered CX and Customer Relations capabilities and cross-functional programs to drive change while ensuring CX and complaint management operational excellence
• Drive efficiency and quality improvements through innovative strategies and technology implementations in CX model
• Drive CX model automation including customer feedback loop mechanism to act on customer voices to drive customer advocacy improvement and complaint pre-emption
• Drive complaint management automation and operational transformation to increase efficiency
• Collaborate with cross-functional teams to ensure seamless integration of AI solutions into existing CX and Relations processes in compliance with risk assessment and governance
• Drive Wealth and Personal Banking’s strategic initiatives and CX projects that align with the long-term vision of business and customer growth priorities
• Deliver CX initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable customer experience
  
  

• University degree or professional qualification in a relevant discipline
• Demonstrated experience in leading team through CX and digital transformation projects and profound knowledge of AI solutions applicable to CX enhancement and operational efficiency
• Sound understanding of the Wealth and Personal Banking business and strategy, with extensive customer strategy experience is a definite advantage
• Excellent customer focus, with the capacity to deliver customer centric strategy
• Ability to drive and mobilize change while working across a multisite matrix organization
• Strong planning and organizational skills, with the ability to balance a range of competing priorities
• Innovative and a self-starter approach, with the ability to act on own initiative and exercise creativity in problem solving while coordinate a wide variety of solutions and projects
• Analytical skills offering the capacity to identify and address areas for development and improvement. Strong verbal and written communication and presentation in Chinese and English
  
  

• Seniority level Not Applicable

• Employment type Full-time

• Job function Other
• Industries Banking, Financial Services, and Investment Banking

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Hong Kong, Hong Kong SAR HK$360,000.00-HK$80,000.00 1 week ago

Hong Kong, Hong Kong SAR HK 22,000.00-HK 40,000.00 3 months ago

Wan Chai District, Hong Kong SAR 3 weeks ago

Hong Kong, Hong Kong SAR SGD42,000.00-SGD60,000.00 1 week ago

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Join to apply for the Deputy Manager, Customer Experience (Retail Banking Business) role at Bank of Communications (Hong Kong) Limited

18 hours ago Be among the first 25 applicants

Join to apply for the Deputy Manager, Customer Experience (Retail Banking Business) role at Bank of Communications (Hong Kong) Limited

Company Description

Bank of Communications (Hong Kong) Limited (“Bank of Communications (Hong Kong)”) is a wholly owned subsidiary of Bank of Communications Co., Ltd., which provides personal banking, corporate banking and private banking services through 43 outlets, 4 business services centres and its private banking centre in Hong Kong.

Company Description

Bank of Communications (Hong Kong) Limited (“Bank of Communications (Hong Kong)”) is a wholly owned subsidiary of Bank of Communications Co., Ltd., which provides personal banking, corporate banking and private banking services through 43 outlets, 4 business services centres and its private banking centre in Hong Kong.

With extensive network across the city, Bank of Communications (Hong Kong) has set up 37 wealth management service centres in its outlets that offer BComBEST customers a full range of professional banking services to address their needs at every life stage. Our business services centres work alongside enterprises to help facilitate the daily operation and explore business opportunities by providing integrated banking solutions. Bank of Communications (Hong Kong) serves premium private banking customers through a comprehensive array of personalised banking solutions. Customers can easily access to our integrated wealth management services no matter where they are.

Job Description

• Handle customer complaints and feedback in adherence to internal and regulatory requirements
• Carry out investigation and follow up actions to solve the issues in a timely and professional manner, as well as recommend ways to improve service quality and customer experience
• Degree holder or above or equivalent qualifications at HKQF level 5
• Minimum 3 years’ experience in complaint handling
• Sound knowledge of banking products and operations
• Excellent communication skills with good EQ and problem solving ability
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Business Development and Finance
• Industries Banking and Investment Banking

Referrals increase your chances of interviewing at Bank of Communications (Hong Kong) Limited by 2x

Get notified about new Customer Experience Manager jobs in Hong Kong, Hong Kong SAR .

Sha Tin District, Hong Kong SAR 1 week ago

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Join to apply for the Deputy Manager, Customer Experience (Retail Banking Business) role at Bank of Communications Co.,Ltd.

1 week ago Be among the first 25 applicants

Join to apply for the Deputy Manager, Customer Experience (Retail Banking Business) role at Bank of Communications Co.,Ltd.

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Proactive, Dedicated and Innovative

Bank of Communications (Hong Kong) Limited (“Bank of Communications (Hong Kong)”) is a wholly owned subsidiary of Bank of Communications Co., Ltd., which provides personal banking, corporate banking and private banking services through 43 outlets, 4 business services centres and its private banking centre in Hong Kong.

Proactive, Dedicated and Innovative

Bank of Communications (Hong Kong) Limited (“Bank of Communications (Hong Kong)”) is a wholly owned subsidiary of Bank of Communications Co., Ltd., which provides personal banking, corporate banking and private banking services through 43 outlets, 4 business services centres and its private banking centre in Hong Kong.

With extensive network across the city, Bank of Communications (Hong Kong) has set up 37 wealth management service centres in its outlets that offer BComBEST customers a full range of professional banking services to address their needs at every life stage. Our business services centres work alongside enterprises to help facilitate the daily operation and explore business opportunities by providing integrated banking solutions. Bank of Communications (Hong Kong) serves premium private banking customers through a comprehensive array of personalised banking solutions. Customers can easily access to our integrated wealth management services no matter where they are.

• Handle customer complaints and feedback in adherence to internal and regulatory requirements
• Carry out investigation and follow up actions to solve the issues in a timely and professional manner, as well as recommend ways to improve service quality and customer experience
• Degree holder or above or equivalent qualifications at HKQF level 5
• Minimum 3 years’ experience in complaint handling
• Sound knowledge of banking products and operations
• Excellent communication skills with good EQ and problem solving ability
  
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Finance and Sales
• Industries Banking

Referrals increase your chances of interviewing at Bank of Communications Co.,Ltd. by 2x

Get notified about new Customer Experience Manager jobs in Hong Kong SAR .

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Join to apply for the Deputy Manager, Customer Experience (Retail Banking Business) role at Bank of Communications (Hong Kong) Limited

18 hours ago Be among the first 25 applicants

Join to apply for the Deputy Manager, Customer Experience (Retail Banking Business) role at Bank of Communications (Hong Kong) Limited

Company Description
Bank of Communications (Hong Kong) Limited (“Bank of Communications (Hong Kong)”) is a wholly owned subsidiary of Bank of Communications Co., Ltd., which provides personal banking, corporate banking and private banking services through 43 outlets, 4 business services centres and its private banking centre in Hong Kong.

Company Description
Bank of Communications (Hong Kong) Limited (“Bank of Communications (Hong Kong)”) is a wholly owned subsidiary of Bank of Communications Co., Ltd., which provides personal banking, corporate banking and private banking services through 43 outlets, 4 business services centres and its private banking centre in Hong Kong.
With extensive network across the city, Bank of Communications (Hong Kong) has set up 37 wealth management service centres in its outlets that offer BComBEST customers a full range of professional banking services to address their needs at every life stage. Our business services centres work alongside enterprises to help facilitate the daily operation and explore business opportunities by providing integrated banking solutions. Bank of Communications (Hong Kong) serves premium private banking customers through a comprehensive array of personalised banking solutions. Customers can easily access to our integrated wealth management services no matter where they are.
Job Description

• Handle customer complaints and feedback in adherence to internal and regulatory requirements
• Carry out investigation and follow up actions to solve the issues in a timely and professional manner, as well as recommend ways to improve service quality and customer experience
• Degree holder or above or equivalent qualifications at HKQF level 5
• Minimum 3 years’ experience in complaint handling
• Sound knowledge of banking products and operations
• Excellent communication skills with good EQ and problem solving ability
  

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Business Development and Finance
• Industries Banking and Investment Banking

Referrals increase your chances of interviewing at Bank of Communications (Hong Kong) Limited by 2x

Get notified about new Customer Experience Manager jobs in Hong Kong, Hong Kong SAR .

Sha Tin District, Hong Kong SAR 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.