(Senior) Customer Experience Manager

Company : Bank Of China (Hong Kong) Limited

Job Type : Full Time

Hong Kong

Job Description - (Senior) Customer Experience Manager

Responsibilities:

Promote and implement customer-centric model in Personal Banking Business by leading customer journey mapping and best-in-class user experience design
Collaborate with customer segments, product and channel managers to optimize customer journeys using Design Thinking, data-driven insights and emerging market tools. Identify pain points, moments of truth and innovation opportunities to ensure seamless, consistent and high-quality interactions across all touchpoints
Plan and execute user research using a variety of methods, synthesize qualitative and quantitative data and translate insights into actionable design decisions, product enhancements, innovation or strategic roadmaps
Design and deliver customer personas, customer journey maps, user stories, interactive prototypes and service models. Conduct CX reviews prior to product or service launch to ensure alignment with experience standards
Develop and maintain standardized customer communication guidelines to ensure clarity, consistency in tone and style and emotional resonance across all customer touchpoints
Leverage customer feedback & sentiment, behavioral data, and voice-of-customer analytics to identify improvement opportunities, enhance NPS and drive customer satisfaction & loyalty

Be familiar with industry trends, emerging technologies and best practices in customer experience, product design, and user research, with a particular focus on the application of AI and data analytics in experience innovation
Support ad hoc projects and cross-functional initiatives as assigned

Requirements:

Bachelor's degree or above, preferably in Psychology, Business Administration, Marketing, Statistics, Data Science, or a related discipline
Candidates with qualifications or certifications related to AI, data, or digital technologies preferred
Minimum of 10 years of relevant experience in the banking industry, with at least 5 years focused on customer research, digital experience design, , customer journey optimization, UX/UI design, customer voice analysis, customer relationship management, or wealth management
Candidates with less experience may be considered for Customer Experience Manager, depending on qualifications and background
Strong understanding of Personal Banking products and services, knowledge of cross-border business and various wealth management products, along with relevant practical experience preferred
Solid knowledge of interbank market practices, local regulatory requirements, banking operations, and the principles of operational improvement, while also acquiring knowledge of risk management concepts, principles, and monitoring frameworks.
Proven expertise in a wide range of user research methodologies and a track record of translating insights into actionable product and design recommendations
Prefer exceptional skills in both quantitative and qualitative data analysis, synthesis, and visualization. Ability to independently plan and execute end-to-end research studies, including moderating in-depth interviews and focus groups
Ability to apply data analytics or AI-enabled tools to accelerate design innovation, incorporate behavioral insights and formulate business strategies, is a plus
Outstanding presentation and storytelling skills, with the ability to influence stakeholders and collaborate effectively across cross-functional teams
Proficiency in data analysis or UI/UX design tools
Self-motivated with strong creativity, critical thinking and problem-solving capabilities
Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)
Proficient in Computer skills (e.g., MS Office, MS PowerPoint), Chinese and English typing, data analysis and application
Candidate with less experience will be considered as Customer Experience Manager

If you are applying for in-scope position(s) under the Mandatory Reference Checking Scheme (i.e., A role carrying out regulated activities licensed by the IA, SFC & MPFA), you are required to undergo the Mandatory Reference Checking. Our responsible recruiter will inform you the details of the MRC process and the requirements in due course. For details, please click here .

Original job (Senior) Customer Experience Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

Share Job

Get your Resume Reviewed for Free

Similar Customer Experience Manager Jobs in Hong Kong

Get your Resume Reviewed for Free

Email address

Why are you reporting this job?

I think it’s a discriminatory or offensive

I think it’s fraudulent or a scam

I think it’s trying to sell something unrelated to the job / it’s asking for money

I think it contains incorrect or broken information

Other

All Job Ads are subject to GrabJobs’s Terms of Service. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by GrabJobs moderation team. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.

Setup your job alert:

Frequency

By activating job alerts, I agree to GrabJobs Terms & Privacy Policy. I can unsubscribe to job alerts anytime. Skip

(Senior) Customer Experience Manager

Job Description - (Senior) Customer Experience Manager

Similar Customer Experience Manager Jobs in Hong Kong

Mobile Apps