Manager, Customer Experience Transformation and Strategic Initiatives

Job Description – Confidential

Job title: Manager / Senior Manager, Customer Experience Transformation and Strategic Initiatives

Team:  Customer Experience Transformation and Strategic Initiatives

Location: Hong Kong  

Department: Customer Relations & Operations Excellence

Role purpose

Act as a change management agent to drive complaint-led improvement and preventive measures. To simplify all journey enhancement, communication clarity, process simplification to ensure offering simply, reliable, consistency, accessible service channels to our eMPF employers and members.

What will you do?

• Oversee, manage, and implement the Customer Centricity to drive overall customer experience

• Lead and manage the CX governance framework to ensure alignment with strategic priorities, compliance with standards, clear accountability, and timely execution of customer experience initiatives across all touchpoints.

• Lead, develop, and implement the customer centric culture program to ensure all staff are aware of their role and impact they can make for customer experience through communication, campaigns, recognition, and training.

• Identify complaints to drive improvement to enhance service journey enhancement, communication clarify, form simplification etc.

• Journey Mapping: map processes (operational, digital, etc) and customer journeys to address members pain points. Apply Design Thinking solution and approach to create solutions with stakeholders.

• Change Management: Collaborate with all stakeholders that allow for rapid cross- functional collaboration and execution. Ensure there is alignment with senior stakeholders. Identify when a change management plan needs to be developed and implemented. Ensure there is line of accountability and planning for implementation.

Minimum Job Requirements:

• Minimum 15 years work experience and strong track record of driving customer experience strategies in Pensions or Insurance industry experience a plus. Knowledgeable in Human Centre Design (HCD).

• Excellence Customer centric mindset. Good in marketing and plain language writing skills and communication skills, avoid jargons/technical terms.

•  Data-driven and analytical, with the ability to translate customer insights into compelling strategic narratives and influence change across the organisation.

• Problem solving, analytical, judgment, and decision-making skills. Able to work under pressure and face pace environment.

• Demonstrated judgement based on data analysis and insights to identify trends, tell compelling stories, and drive decision making

• Capacity to think strategically, plan, and implement tactical execution against business challenges