Director, Research

2 weeks ago

Hong Kong, Hong Kong SAR China Prudential plc Full time

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Support various group functional owners e.g. Customer, Health, Agency, Operations and Technology with research expertise and distil key insights on CX impact in delighting their customers / reinforce agent loyalty from their existing initiatives and programs.

Role Purpose:  

Be the custodian of global survey methodology, drive and institutionalize company-wide approach customer experience and sales distributors loyalty research studies (Net Promoter Score – NPS) across markets with cadence and discipline. Provide research expertise from design and insights generation including identify gaps and opportunities to integrate the learnings from customer journeys redesign, customer segments and other research studies e.g. transactional survey feedback, operational data, and reinforcing the framework to distil more in-depth actionable insights to uplift customer satisfaction and loyalty Responsible for customer insights consolidation and dissemination by distilling key insights to help leadership team and functional stakeholders to prioritize and focus on key journeys/ episodes to create game-changing experiences and shape better outcomes to delight customers and reinforce loyalty including agents. Advisory of customer insights generation, best practices including interacting with key stakeholders at both business and group functional stakeholders Responsible in managing vendor relationships and deliverables and program budget

Key Accountabilities

1. Voice of Customer Competitive benchmarking – Life only (Customer rNPS)

Refine scope, review questionnaire design and approach to integrate learnings from customer journey redesign Sharpen actionable insights sharing report template (comprehensiveness, yet simple and engaging for various stakeholders) Continuous engagement with markets to identify action plans and drive improvement in satisfaction / loyalty by 1 quartile each year or maintain top quartile.

2. Voice of Customer Competitive benchmarking – Health segment (Health rNPS)

Provide research expertise and advisory in research design and approach. Engage with Group Health and support in rolling out Health rNPS.

3. Voice of Customer Transactional survey (tNPS)

Lead survey design for new touchpoints and/or recommend refinements of existing touchpoints questionnaire based on key learnings from Customer rNPS Recommend survey design and approach for new touchpoints for Health pillar.

4. Voice of Agent (Agent NPS)

Provide research expertise and advisory in research design and approach. Support in rolling out Agent rNPS. Sharpen actionable insights sharing report template (comprehensiveness, yet simple and engaging for various stakeholders)

5. Research management

Monitor progress of research projects including partnering with research vendors to ensure relevance, integrity, and timely delivery of satisfaction studies across key markets, including driver and correlation analysis. Develop and manage playbooks of PRU's research survey methodology and approach

Job requirements

Degree holder with minimum 10+ related experience in research and customer experience preferably in financial / insurance Expert knowledge in quantitative and qualitative research methodologies, techniques, and tools Proven hands-on experience in rolling out satisfaction / loyalty programs and driving continuous improvement in customer experience management and delivery. Strong analytical mind and demonstrate customer insights knowledge by translating competitive insights and VOC into actionable insights and actions for various stakeholders e.g. Operations, Marketing, Sales distribution. Strong communication and influencing skills with ability to work positively and sensitively with senior stakeholders and across markets with different cultures. In-house regional research experience is preferred but not a must. Strategic thinker with strong project planning and management skills with experience in leading projects especially in new initiatives from planning, infield execution to insights delivery in multiple markets across Asia Mature, highly motivated, self-starter and results orientated with drive to meet deadline / targets. Flexible, resilient and creative, intellectually curious Self-motivated to continuously upgrade one's domain knowledge, research new tools and technologies, keep abreast of latest developments in Customer Experience and evaluate their application in key business domains on a consistent basis. Exceptional analytical skills, including knowledge of market research tools and advanced analytical tools such as Alteryx and Tableau Exceptional skills in Microsoft Excel, Powerpoint Excellent English language skills; fluent in one other languages such as Bahasa, Mandarin, Thai, Vietnamese will be a plus.

  • Junior Research Assistant

    3 weeks ago

    Hong Kong, Hong Kong SAR China The Chinese University of Hong Kong Full time

    Description The Jockey Club STEM Lab of Intelligent Design Automation is looking for a Junior Research Assistant to work on the project of machine-learning-enabled design automation tools for integrated circuits. The project is supported by The Hong Kong Jockey Club Charities Trust. Applicants should have (i) a Bachelor’s degree; (ii) a good command...

  • Asset Management

    4 weeks ago

    Hong Kong, Hong Kong SAR China JPMorgan Chase & Co. Full time

    . Morgan Asset Management (“JPMAM”) is a leading investment manager for institutions, financial intermediaries and individual investors worldwide. It offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. This is an exciting opportunity to join . Morgan Asset...

  • Assistant Manager, Economic Research and Corporate Development

    2 days ago

    Hong Kong, Hong Kong SAR China Dah Sing Bank Full time

    Job Purpose: Offer assistance to his/her supervisor  i) To support key activities of Directors’ Office;  ii) To strengthen the research capability of Economic Research and Investment Strategy Department;  iii) On any other initiatives or general administration as appropriate Main Responsibilities: Economic Research and Investment Strategy: •...

  • Research Assistant(s)

    3 weeks ago

    Hong Kong, Hong Kong SAR China The Hong Kong University of Science and Technology Full time

    Job Posting Details The Center for Epigenomics Research at HKUST aims at facilitating the regional advancement of epigenomic methods and research; collaborating with the scientific community to apply epigenomic techniques to answer wide arrays of biological questions; providing training and advice on both novices and veterans of epigenetic research. For more...

  • Postdoctoral Fellow(s)

    4 weeks ago

    Hong Kong, Hong Kong SAR China The Chinese University of Hong Kong Full time

    Description Applicants should have (i) a PhD degree in Nursing or a health-related discipline (for Postdoctoral Fellow); OR a Master’s degree in abovementioned disciplines with at least four years’ post-qualification research related work experience (for Research Associate); (ii) experience in developing programmes of research, coordinating research...

  • Counterparty Research Analyst

    2 weeks ago

    Hong Kong, Hong Kong SAR China Fidelity Investments Full time

    Job Description : The Role The Counterparty Research Analyst will 1) deliver credit research and opinions on Fidelity bank and broker/dealer counterparties. This includes the approval and denial of prospective counterparties and ongoing reviews and monitoring of existing counterparties in accordance with internal, proprietary standards, and 2)...

  • Academic Affairs Director

    6 days ago

    Hong Kong, Hong Kong SAR China The Hong Kong University of Science and Technology Full time

    Job Posting Details The Hong Kong University of Science and Technology (HKUST) is seeking a highly accomplished biomedical educator to join our team as Academic Affairs Director (Strategic Initiatives). The successful candidate will lead the University's new strategic initiatives in biomedical education.About HKUSTAs a globally recognized university, HKUST...

  • Account Director

    2 weeks ago

    Hong Kong, Hong Kong SAR China Dynata Full time

    Position Summary The Account Director is an individual contributor that is responsible for the development and implementation of sales strategies and practices for its market by delivering sales targets and meeting KPI’s through the management of a mixed portfolio of clients whilst implementing strategic account management and key account planning...

  • Senior Manager

    3 weeks ago

    Hong Kong, Hong Kong SAR China hang lung properties Full time

    Senior Manager - Directors’ Office 部門: 董事辦公室 參考編號: SCBB_DOD_E4-II/1122 主要職責 Reporting to one of the Executive Directors, you will be responsible for undertaking various projects, which include but not limited to the following: Handle copywriting, translation, and editing of materials for various projects; formulate...

  • Research Assistant for HKUST-DJI Joint Innovation Laboratory

    3 weeks ago

    Hong Kong, Hong Kong SAR China The Hong Kong University of Science and Technology Full time

    Job Posting Details About HDJI Lab:Founded in 2016 by Prof. Shaojie Shen (), the HKUST-DJI Joint Innovation Laboratory brings together HKUST, one of the leading universities in the area of robotics, and DJI, the world’s largest civilian drone company. It is a research centre with the aim of advancing future development of unmanned aerial vehicle (UAV)...

  • Media Planning Director

    4 weeks ago

    Hong Kong, Hong Kong SAR China Snaphunt Full time

    The OfferJoin a market leader within Media & EntertainmentStrong opportunities to progress your careerFlexible working optionsThe JobResponsibilities:The Planning Director will develop strategic marketing plans across digital channels and collaborate with teams to meet client objectives, drive ROI and exceed performance expectations.Develop integrated...

  • Director, STG

    4 weeks ago

    Hong Kong, Hong Kong SAR China Aon Full time

    Director Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed. What the day will look like PathWise...

  • Media Planning Director

    4 weeks ago

    Hong Kong, Hong Kong SAR China Hylink Group Full time

    Hylink Group is a leading independent, digital, full-service agency with a global footprint. Today, our global team has offices in Los Angeles, Beijing, Shanghai, Paris, Bogota, Milano, Seoul, and Hong Kong, among others. Since our establishment in 1994, we’ve existed to advance our clients beyond their ambition. Over our 20+ years of experience, we’ve...

  • Deputy Director, Teaching As Collective Leadership

    2 weeks ago

    Hong Kong, Hong Kong SAR China TeachForAll Inc Full time

    Deputy Director, Teaching As Collective Leadership The Academy @ Teach For All’s Global Institute for Transforming Education Position Summary  In 2024, Teach For All will launch the Global Institute for Transforming Education. By enabling cross-border learning and sharing among education practitioners, we will catalyze a global shift toward...

  • Director, Product Management

    4 weeks ago

    Hong Kong, Hong Kong SAR China Crypto.com Full time

    Our Product Management team drives product initiatives from inception through execution, makes impacts and launches products/features across our global footprint. We collaborate closely with engineers, designers, analysts, marketers, and other cross-functional team members to ship remarkable features and products.Product Director Job Responsibilities ...

  • Deputy Director, Participant Learning Experiences

    2 weeks ago

    Hong Kong, Hong Kong SAR China TeachForAll Inc Full time

    Deputy Director, Participant Learning Experiences The Academy @ Teach For All’s Global Institute for Transforming Education Remote locations: Bangladesh, Côte D'Ivoire, Ghana, Hong Kong, India, Kenya, Malaysia, Mauritius, Malawi, Nigeria, Philippines, Rwanda, South Africa, Thailand, Tunisia, Uganda, UAE, Zambia, Zimbabwe, Qatar, Jordan  Position...

  • Research Associate

    4 weeks ago

    Hong Kong, Hong Kong SAR China The Chinese University of Hong Kong Full time

    Description The CUHK Business School is a leading business school and a pioneer in business education in Hong Kong. Since its establishment in Hong Kong in 1963, the CUHK Business School has gained world recognition of nurturing business leaders with immense contributions in Asia Pacific. The School has been offering a comprehensive range of...

  • Research Assistant

    4 weeks ago

    Hong Kong, Hong Kong SAR China The Hong Kong University of Science and Technology Full time

    Job Posting Details The appointee will work closely with faculty members on research projects/training projects in the areas of family business and family office and have the chance to be exposed to international academic institutions, top financial institutions, renowned family businesses and family offices. The appointee is expected to:Assist in both...

  • SEO Director, APAC

    2 weeks ago

    Hong Kong, Hong Kong SAR China Assembly Global Full time

    We are looking for an ambitious SEO expert who is ready to lead an exciting proposition expansion. As SEO Director, you will be the functional lead and set to develop and champion advanced strategic SEO projects, while working closely with a portfolio of clients to ensure their effective implementation to achieve growth. In Assembly, we believe in Finding...

  • Director of Marketing and Member Experience, APAC

    4 weeks ago

    Hong Kong, Hong Kong SAR China Urban Land Institute Full time

    POSITION SUMMARY : The Director of Member Experience is a member champion and advocate who deeply understands the member needs and wants to inform a global member experience strategy (and regional linkages) to create immediately engaged and long tenured member segments. This role creates the necessary connection points across the ULI ecosystem...