Client Experience & Transformation Program Lead

• Expanding International Insurance & Pension Group
• Customer Journey, Retention & Experience Programs
• Fluency in Cantonese Required

Our client is a leading international Insurance Group offering a diverse range of services across Life Insurance, Group Insurance, Employee Benefits, Pension, Wealth and Asset Management. With an expanding presence in Asia and a strong growth in business activities, the company is now seeking a high-calibre Transformation Professional to join the Business in Hong Kong leading programs on Client Journey, Client Values, Client Retention and the overall Client Experience.

The key responsibilities for this position are as follows:

• Drive, development and execute customer experience-led transformation initiatives across Group Insurance, Pension and broader Insurance portfolios.
• Shape strategy, lead change and deliver measurable improvements in client loyalty, service quality and operational efficiency.
• Identify attrition drivers and translate insights into actionable programs, frameworks and playbooks.
• Analyze the client experience lifecycle and evaluate customer touchpoints to drive enhancement in team practices, operational processes and supporting systems.
• Lead transformation initiatives to refine workflows, elevate service standards and embed continuous improvement.
• Partner and coordinate with cross-functional teams across the Business Units, Digital, IT, Operations and Marketing to deliver retention and digital transformation projects.
• Evaluate and redesign service delivery models to improve efficiency and client satisfaction.
• Drive PMO practices and governance for transformation programs with a strong customer experience focus.
• Manage project portfolios, budgets, and resources; establish governance frameworks and conduct regular status reviews.
• Act as a strategic project lead, fostering collaboration across business units and offshore teams.
• Prepare executive reports and management updates, strategic proposals and presentation materials for senior leadership team.

Successful applicants will have the following skills and experience:

• University graduate with 10+ years of consulting, transformation or project management experience within insurance, retail banking, wealth management, pension or management consulting firms.
• Expertise in business strategy, customer retention, transformation and program management.
• Proven experience in driving and executing programs related to Customer Journey, Customer Experience, Customer Retention and Customer Engagement.
• Exposure to both Corporate and Individual Customers initiatives would be advantageous.
• Good project management techniques, methodologies and practices
• Excellent communication and stakeholder management skills, with the ability to influence senior executives.
• Fluency in both English AND Cantonese are essential.