director, apac customer engagement & experience (cx) in Hong Kong Island

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job details

posted
location
hong kong island
job category
banking & financial services
job type
permanent
reference number
91M0086658_1517825570
contact
yvonne hung, randstad hong kong
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job description

Our client is a leading international financial institution with strong presence in Asia. Together we are seeking a seasoned CX professional to lead their customer experience transformation program across the region and also help transform the firm into a customer-centric organization.

Degree qualified ideally with a minimum 10 – 15 years of relevant experience gained from top-tier management consultancies or multinational corporations, preferably with tenure within financial institutions, you will work closely with different local countries to identify customer pain points and opportunities for improvement. You will develop and deploy Voice of Customer / NPS programs (deep-dive, Industry, touch-point) to monitor and drive improvement for customer experience. Also develop customer propositions based on insights to help increase revenue opportunities and help different business lines to translate insights into actions and financial results.

Requirements:

  • 10-15 years of regional / International experience with well-known organizations or top tier management consulting firms
  • A university degree in business, marketing, finance or equivalent
  • Experience of leading a pan-Asian customer focused operation/team
  • An action oriented customer obsessed leader with proven success in delivering culture change through customers engagement transformation
  • Possesses the skills to design and implement regional brand, customer experience and engagement programmes through digital and traditional channels
  • Proven skills in translating insights into strategies and action plans
  • Strong interpersonal, communication and organizational skills
  • Creative problem solver, with strong influencing & leadership skills
  • Experience working with diverse cultures and markets

Please send CV in word format to yvonne.hung@randstad.com.hk or contact Yvonne Hung on +852 2232 3419.

skills

customer experience engagement service design journey mapping NSP Program