About the Company:

With the rapidly evolving behavior of customers, insights-driven customer engagement is key to maximizing value from customers and providing high quality customer experience. This is a fantastic opportunity to join a customer-centric organization to understand their customers’ better, unlock new customer insights, define engagement strategy, explore new touch points and discover pain points. Role will require client-facing ability, strong CRM background and project experience. You will have an excellent understanding of how Digital, Social CRM and eCommerce blend into the customer journeys.

About the Role:

• Collaborate with key stakeholders to identify customer pain points across multiple touch-points and distribution channels by supporting all experience design improvements with relevant research and data so that stakeholders can take actions to eliminate these pain points, whilst balancing business and commercial needs.
• Define customer segment value and develop engagement plans that address an omni-channel view of the customer experience
• Partner with key stakeholders to define new customer journey strategy
• Be an evangelist for Customer Experience across the wider business.

About You:

• 10+ years’ experience in a customer management role in banking / financial services industry. Candidates with consultancy/agency background and client industry experience in banking/financial services would be welcome.
• Proven track record developing high-level customer strategy
• Managed complex stakeholder environments and work with Data analytics team to link customer satisfaction to financial value
• An analytical mind-set and strong business acumen to strategize new and sustainable offerings and solutions
• Ability to recognize and assess customers’ key drivers
• Strong communication, relationship management and stakeholder management ability
• Fluent English and Cantonese

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Your interest will be treated in strict confidence. Data provided is for recruitment purposes only