Responsibilities:

• Build different customer journeys to improve customer satisfaction with the banking services (Customer Journey)
• Re-examine the products, customer service, processes, promotion, sales contacts, after-sales service, etc.
• Evolve from individual product sales to a full range of service solution providers, enhancing the relationship between our customers and the Bank's major banks
• Establish the standardized guidelines or improvement programs to enhance customer experience at different levels, and prioritize processing according to the urgency of the problem
• Promote, implement, track and monitor the customer experience improvement solutions
• Design and implement online and offline customer communication content, intonation, channels, frequency and service commitment to enhance customer experience and professional image
• Review and optimize customer information, service fee waiver and processing mechanisms existing in different internal channels and codes of practice to unify customer experience
• Engage in the design and implementation of the strategic planning project to ensure that the project is built and executed on a customer-centric basis
• Establish a customer voice/opinion and customer review database

Requirements:

• Degree or above with major in Business Administration, Finance, Economics, Statistics, or related disciplines
• More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer segment management
• Familiar with financial products and operations / service enhancement, and with the drive to strive for continuous improvement
• Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple projects.
• Excellent communication, analytical, organizing and management skills with creative mind
• Great Chinese and English writing skills
• Proficient in both spoken English and Chinese (Cantonese and Mandarin)
• Less experienced candidate will be considered as Manager role