Bank Of China (Hong Kong) Limited
立刻申请
Senior Customer Experience Manager | 人才服务办公室
2024-04-26 00:00:00发布
职位描述
Responsibilities:- Design and review omni channel end-to-end customer journeys using Design Thinking, identify pain points, moments of truth and areas of opportunity
- Advocate journey thinking and embrace digital first mindset to use data and technology to help business delivery across customer interactions and touchpoints, and to ensure quality and consistent customer experience
- Leverage user data, customer voice, insights and market information to help identify, prioritize and direct the implementation of different customer experience initiatives for driving sustainable customer engagement and business growth
- Design and implement CX measurement framework and govern the standards across the business, also develop tracking metrics and CX dashboard to measure progress of the initiative on an ongoing basis
- Formulate UX/UI, customer communication playbooks to govern experience consistency
- Conduct CX review on user experience and customer communications prior new product / service launch to ensure meeting of standards
- Collaborate with business stakeholders, functional team in managing customer voices that enrich the customer voice database and derive actionable insights
Requirements:- Degree or above with major in Business Administration, Finance, Marketing, Economics, or related disciplines
- More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer experience, digital experience, new initiative development
- Familiar with financial products, local regulatory requirements, inter-bank market practices, operations / service enhancement, etc.
- Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple projects
- Experience in scrum / agile / fintech / transformation an advantage
- Excellent interpersonal, analytical, organizing and management skills with creative mind
- Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)
其他细节
- 职位空缺来源
- eFinancialCareers
- 参考编号
- 20995849
- 发布日期
- 26 Apr 2024
- 关键词
- Retail Banking,Other,Private Banking & Wealth Management,Product Specialisation,Quantitative Analytics