21 Service Excellence jobs in Hong Kong

Join to apply for the Service Excellence Manager/ AM, Insurance Operations role at AXA Hong Kong and Macau

1 week ago Be among the first 25 applicants

Join to apply for the Service Excellence Manager/ AM, Insurance Operations role at AXA Hong Kong and Macau

Direct message the job poster from AXA Hong Kong and Macau

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 50 markets and serving 95 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company. Click here to learn more about our Benefits ( , Culture ( & Career Development (

Responsibilities:

Solution Development and Implementation

• Identify operational challenges and develop tailored, scalable solutions to enhance service delivery and customer experience.
• Apply LEAN principles and continuous improvement methodologies to streamline processes and eliminate inefficiencies.
• Collaborate with cross-functional teams to design, test, and implement service excellence initiatives aligned with organizational goals.

Stakeholder Engagement

• Partner with internal and external stakeholders to gather insights, understand service pain points, and co-create impactful solutions.
• Maintain strong communication channels with distribution channels and operational teams to ensure alignment and support for service initiatives.

Operational Excellence & Continuous Improvement

• Champion a culture of continuous improvement by identifying opportunities through root cause analysis, value stream mapping, and other LEAN tools.
• Monitor and evaluate the effectiveness of implemented solutions, using data-driven insights to refine and optimize service processes.
• Support the development and execution of service excellence roadmaps in collaboration with leadership.

Data Analysis and Insights

• Analyze operational and customer feedback data to uncover trends, inefficiencies, and improvement opportunities.
• Leverage Voice of the Customer (VoC) and Voice of the Distributor (VoD) data to inform service strategies and drive customer-centric improvements.

Training and Change Enablement

• Support the creation and delivery of training and workshops to ensure smooth adoption of new processes and service standards.
• Act as a change advocate, helping teams embrace new ways of working and embedding a service excellence mindset.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field
• At least 6 years' proven experience in change management, project management, or a related role, preferably within the financial services or insurance industry, with a solid understanding of insurance products and operations.
• Strong understanding of LEAN, Six Sigma, or other continuous improvement methodologies (certification preferred).
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Solid understanding of operational efficiency and process improvement methodologies.
• Experience in designing and delivering training programs will be an advantage.

(Candidates with less experience will be considered as Assistant Manager)

• Seniority level Associate

• Employment type Full-time

• Job function Analyst, Consulting, and Strategy/Planning
• Industries Insurance

Referrals increase your chances of interviewing at AXA Hong Kong and Macau by 2x

Get notified about new Service Manager jobs in Wong Chuk Hang, Hong Kong SAR .

Wan Chai District, Hong Kong SAR HK$25,000.00-HK$5,000.00 6 days ago

Hong Kong, Hong Kong SAR HK 25,000.00-HK 35,000.00 6 days ago

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Join to apply for the Service Excellence Manager/ Assistant Manager, Insurance Operations role at AXA Hong Kong and Macau

2 days ago Be among the first 25 applicants

Join to apply for the Service Excellence Manager/ Assistant Manager, Insurance Operations role at AXA Hong Kong and Macau

• Identify operational challenges and develop tailored, scalable solutions to enhance service delivery and customer experience.
• Apply LEAN principles and continuous improvement methodologies to streamline processes and eliminate inefficiencies.
• Collaborate with cross-functional teams to design, test, and implement service excellence initiatives aligned with organizational goals.
  
  

• Identify operational challenges and develop tailored, scalable solutions to enhance service delivery and customer experience.
• Apply LEAN principles and continuous improvement methodologies to streamline processes and eliminate inefficiencies.
• Collaborate with cross-functional teams to design, test, and implement service excellence initiatives aligned with organizational goals.
  
  

• Partner with internal and external stakeholders to gather insights, understand service pain points, and co-create impactful solutions.
• Maintain strong communication channels with distribution channels and operational teams to ensure alignment and support for service initiatives.
  
  

• Champion a culture of continuous improvement by identifying opportunities through root cause analysis, value stream mapping, and other LEAN tools.
• Monitor and evaluate the effectiveness of implemented solutions, using data-driven insights to refine and optimize service processes.
• Support the development and execution of service excellence roadmaps in collaboration with leadership.
  
  

• Analyze operational and customer feedback data to uncover trends, inefficiencies, and improvement opportunities.
• Leverage Voice of the Customer (VoC) and Voice of the Distributor (VoD) data to inform service strategies and drive customer-centric improvements.
  
  

• Support the creation and delivery of training and workshops to ensure smooth adoption of new processes and service standards.
• Act as a change advocate, helping teams embrace new ways of working and embedding a service excellence mindset.
  
  

• Bachelor’s degree in Business Administration, Management, or a related field
• At least 6 years’ proven experience in change management, project management, or a related role, preferably within the financial services or insurance industry, with a solid understanding of insurance products and operations.
• Strong understanding of LEAN, Six Sigma, or other continuous improvement methodologies (certification preferred).
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Solid understanding of operational efficiency and process improvement methodologies.
• Experience in designing and delivering training programs will be an advantage.
  
  

• Seniority level Not Applicable

• Employment type Full-time

• Job function Other
• Industries Insurance

Referrals increase your chances of interviewing at AXA Hong Kong and Macau by 2x

Hong Kong, Hong Kong SAR HK$40,000.00-HK$0,000.00 2 weeks ago

Sha Tin District, Hong Kong SAR 2 weeks ago

Wan Chai District, Hong Kong SAR HK 25,000.00-HK 35,000.00 1 day ago

Kwun Tong District, Hong Kong SAR 3 months ago

Hong Kong, Hong Kong SAR HK 25,000.00-HK 35,000.00 1 day ago

Wan Chai District, Hong Kong SAR HK 25,000.00-HK 45,000.00 1 month ago

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 Service Excellence Manager/ Assistant Manager, Insurance Operations role at AXA Hong Kong and Macau

2 days ago Be among the first 25 applicants

Join to apply for the Service Excellence Manager/ Assistant Manager, Insurance Operations role at AXA Hong Kong and Macau

• Identify operational challenges and develop tailored, scalable solutions to enhance service delivery and customer experience.
• Apply LEAN principles and continuous improvement methodologies to streamline processes and eliminate inefficiencies.
• Collaborate with cross-functional teams to design, test, and implement service excellence initiatives aligned with organizational goals.
  

• Identify operational challenges and develop tailored, scalable solutions to enhance service delivery and customer experience.
• Apply LEAN principles and continuous improvement methodologies to streamline processes and eliminate inefficiencies.
• Collaborate with cross-functional teams to design, test, and implement service excellence initiatives aligned with organizational goals.
  

• Partner with internal and external stakeholders to gather insights, understand service pain points, and co-create impactful solutions.
• Maintain strong communication channels with distribution channels and operational teams to ensure alignment and support for service initiatives.
  

• Champion a culture of continuous improvement by identifying opportunities through root cause analysis, value stream mapping, and other LEAN tools.
• Monitor and evaluate the effectiveness of implemented solutions, using data-driven insights to refine and optimize service processes.
• Support the development and execution of service excellence roadmaps in collaboration with leadership.
  

• Analyze operational and customer feedback data to uncover trends, inefficiencies, and improvement opportunities.
• Leverage Voice of the Customer (VoC) and Voice of the Distributor (VoD) data to inform service strategies and drive customer-centric improvements.
  

• Support the creation and delivery of training and workshops to ensure smooth adoption of new processes and service standards.
• Act as a change advocate, helping teams embrace new ways of working and embedding a service excellence mindset.
  

• Bachelor’s degree in Business Administration, Management, or a related field
• At least 6 years’ proven experience in change management, project management, or a related role, preferably within the financial services or insurance industry, with a solid understanding of insurance products and operations.
• Strong understanding of LEAN, Six Sigma, or other continuous improvement methodologies (certification preferred).
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Solid understanding of operational efficiency and process improvement methodologies.
• Experience in designing and delivering training programs will be an advantage.
  

• Seniority level Not Applicable

• Employment type Full-time

• Job function Other
• Industries Insurance

Referrals increase your chances of interviewing at AXA Hong Kong and Macau by 2x

Hong Kong, Hong Kong SAR HK$40,000.00-HK$0,000.00 2 weeks ago

Sha Tin District, Hong Kong SAR 2 weeks ago

Wan Chai District, Hong Kong SAR HK 25,000.00-HK 35,000.00 1 day ago

Kwun Tong District, Hong Kong SAR 3 months ago

Hong Kong, Hong Kong SAR HK 25,000.00-HK 35,000.00 1 day ago

Wan Chai District, Hong Kong SAR HK 25,000.00-HK 45,000.00 1 month ago

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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

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

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

Islands District, Hong Kong SAR 17 hours ago

Wan Chai District, Hong Kong SAR 1 day ago

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 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

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

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

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

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

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

Wan Chai District, Hong Kong SAR 3 days ago

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 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

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

Wan Chai District, Hong Kong SAR 3 days ago

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

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.