Branch Distribution & Services Department

Customer Experience Management Manager (Job ID: 1791)

Responsibilities:

• To plan and implement service quality and customer experience initiatives
• To drive and develop customer experience strategies to enhance total customer experience
• To study and analyse customer needs to identify areas for improvement
• To drive and/or support initiatives for process enhancements and procedure reviews
• To collaborate with different stakeholders in deriving and delivering improvements in customer experience
• To provide support, training and coaching to colleagues and branch staff

Requirements:

• University graduate
• Minimum of 5 years’ experience in banking, quality service assurance, customer service or related fields, and at least 3 years gained in banking or other service industries
• Sound knowledge of customer experience management and service quality;
• Excellent communication and interpersonal and skills with strong sense of responsibility, independent, pro-active and well-organized;
• Conversant with MS Office applications;
• Excellent command of both spoken and written English and Chinese

Please apply online via the BEA Careers website at https://www.hkbea.com/html/en/bea-career-job-opportunities.html and search for the job. Kindly note that if you are a new user, you have to first create your User Profile before you can apply.

Personal data provided by job applicants will be used for recruitment purposes only and will be treated in accordance with the Bank's Personal Data Policy, which is available upon request. Applicants who are not invited for interviews within six weeks may consider their applications unsuccessful and the personal data collected will be destroyed after six months.