Senior Customer Experience Manager - Hang Seng Bank (HK)

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.

A Career with Hang Seng Bank

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.

Customer Proposition and Management is committed to designing differentiating value propositions for strategic customer segments, including mass affluent, mass retail and mainland Chinese with unique anchors on wealth and banking solutions, synergising advanced digital capabilities, and servicing channels to deliver quality client experiences. We continue to develop best-in-class customer life cycle management strategies, ranging from account acquisition, activation, relationship deepening and retention, to accelerate quality customer growth and deepen customer relationships. The team is also dedicated to providing first-class customer experience with a focus on structured customer feedback loop, experience measurements for customer touch points and journeys, key customer journey enhancements as well as efficient complaint resolutions and cultivation of the customer centric culture within the bank.

We are currently seeking a high calibre professional to join our department as Senior Customer Experience Manager, reporting to Head of Custmer Experience 

Principal responsibilities

Lead complaints-led journey and process improvements

• Identify systemic issues and drive actions that close service gaps and improve customer outcomes.


• Lead cross-team delivery, track impact, and embed fixes across process, policy, controls, training, and communications


• Act as SME for end-to-end customer journey and process reviews, including root cause analysis of high-impact complaints, and drive delivery of agreed actions to close material service gaps

Translate customer voice into actionable insights

• Consolidate feedback from NPS, complaints, and other channels; synthesise themes, implications, and customer outcomes


• Embed AI-driven insight generation by combining NPS survey analytics with complaint analysis to identify emerging themes, drivers, and priority pain points


• Apply structured root cause analysis and ensure actions are owned, measurable, time-bound, and aligned to business priorities


• Convert customer feedback into prioritised, actionable remediation plans for Business Units, with clear benefits, effort sizing, and measurable impact tracking

Deliver internal customer centricity programme

• Support delivery of the customer centricity programme by coordinating and implementing agreed initiatives end-to-end (planning, alignment, delivery, reporting)


• Drive adoption through effective stakeholder engagement and communications

Customer Forum governance

• Act as Secretary to the Customer Forum to ensure effective governance, and timely decisions


• Prepare the presentation deck and ensure submissions are complete and decision-ready


• Review new and existing customer journeys for Forum submission (customer impact, proposal, risks/ controls)


• Maintain minutes, decision logs, action tracking, and follow-through to closure

Requirements

• Degree holder or equivalent relevant experience.


• Proven banking experience in customer experience/complaints/customer service, with proven journey/process improvement delivery.


• Strong experience converting customer feedback (especially complaints) into prioritised remediation and measurable outcomes.


• Proven stakeholder management and governance to drive delivery across teams.


• Experience leveraging analytics and/or AI-enabled tools to generate insights from customer feedback (e.g., NPS verbatim, complaint narratives) and translate them into actionable plans


• Strong analytical/ problem-solving skills (root cause, prioritisation, execution planning)


• Excellent communication and presentation skills; comfortable with senior management forum


• Good understanding of banking and regulatory environment; strong customer servicing knowledge


• Proficient in English and Chinese

RBW

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.

www.hangseng.com/careers

https://www.linkedin.com/company/hang-seng-bank

Issued by Hang Seng Bank Limited