Be creative in driving customer centricity and steer the relevant business functions for the development and delivery of customer strategy and proposition for existing and new customers.

Responsibilities: 

• Drive Segmentation Research and regular satisfaction survey from research agency management, questionnaire development, result analysis to identify and justify the selection of target segments and project the target market size
• Identify the potential segments within FTLife and across the New World Group’s eco-system, and design the entire customer journey of each segment by understanding the customer lifecycle with FTLife and identifying the moment of truth
• Recommend proposition to support customer retention and acquisition of target segments and key customer engagement measurements
• Manage and grow target segments, track segment trends and dynamics, competitive analysis and investment recommendations to institutionalise segmentation and drive sustainable business & profitability growth
• Support to define the strategic customer segment needs, formulate growth strategies and execute customer value proposition and plans to penetrate new market opportunities with optimised product solutions and execute key priorities
• Optimize omni-channel customer experience, identify online and offline touchpoints along the end-to-end customer engagement journey
• Collaborate with distribution channels to develop segment-driven sales enablement materials and sales pitch to facilitate channel-customer engagement
• Support the integration of Customer Relationship Management (CRM) solution to foster customer engagement, loyalty, retention and potentially new business opportunities
• Drive the culture of on-going improvement, innovation and customer centricity, act as an internal customer advocate
• Keep abreast of market development and needs of customers/ distributors to develop sound customer experience proposition strategy

 Requirements:

• Bachelor’s degree in Business Administration, Marketing, Finance, Economics, or related fields
• Minimum 10 years of work experience in marketing strategy, market research, customer experience, and/or digital business transformation within financial services, preferably in insurance industry.
• Experience in converting data and analytics to track performance, define and execute customer experience strategy
• Ability to build strong relationship and communicate effectively across stakeholder groups, internally and externally
• Proven ability to influence across functional teams
• Good command of both written and spoken English and Chinese

FTLife Insurance Company Limited (“FTLife”) is one of Hong Kong's largest life insurance companies. Capitalising on a heritage of professionalism and excellence in serving clients, FTLife seeks to become a leading insurance group in Asia. It serves individual and institutional clients from a diverse portfolio of financial protection and wealth management products. FTLife aims to excel by cultivating lasting relationships, and dedicates itself to providing clients with best-of-breed financial services to help them lead fulfilling lives.

We offer challenging and rewarding career opportunities. We look forward to receiving your application for the following job opening.