senior manager, apac customer experience (cx) in Hong Kong Island

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job details

posted
location
hong kong island
job category
Financial Services
job type
permanent
reference number
91M0085884_1515746090
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 deliver industry leading customer experience for the firm’s customers across distribution channels throughout Asia.

Degree qualified with a minimum 7 years of customer experience / service design experience gained from large, multinational corporations or management consultancies, preferably with background in financial institutions, you will promote and support different business units in various local markets to adopt customer journey mapping techniques to understand customer pain points, design their future journeys and take relevant actions for improvement across different distribution channels. You will facilitate customer experience workshops for the business; help them adopt NPS/ CES Economics to track the financial impact of improving customer experience; develop Customer KPIs to help the business track the performance of CX initiatives. Also share best practices and help instil a customer-centric culture and mindset within the company across the region.

Superb English communications skills are required for this role as is solid experience in offline / digital customer journey and experience design. Prior experience working within regional/ head office preferred. To be successful in this role you need strong influencing, facilitation, analytical and problem solving skills.

Please send resume in word format via the link or contact Yvonne Hung on +852 2232 3419.

skills

CX customer experience design journey mapping insights research