Digital Customer Engagement Officer

Digital Customer Engagement Officer (Mobile app) AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 50 markets and serving 95 million customers worldwide. Our purpose is to act for human progress by protecting what matters. As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation. AXA is an equal opportunity employer. We are committed to promoting Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential. Our people strategies are designed to enhance employee well‑being and professional growth, ultimately empowering them to excel within the company. Benefits, Culture & Career Development – Benefits , Culture , Career Development . Responsibilities: Contribute to the overall customer experience by ensuring consistency in communication and supporting innovative promotional ideas by leveraging our digital assets – Emma by AXA. Responsible to manage our Content Management Systems (CMS) and implement promotion schedules within AXA's Emma by AXA app, ensuring seamless execution of both marketing and servicing promotions. Work closely with both internal team and cross‑team stakeholders to develop and iterate promotional use cases, and identify best practices and enhancement areas to improve engagement / conversion results. Assist in designing customer engagement journey, developing high‑level requirements, and managing project timeline to improve engagement results and meet users' needs. Monitor, analyse and present performance data; identify insights with action points. Support to streamline BAU reporting, design reports automation, drive dashboard visualisation initiatives, and provide cross‑team support to lead data management to generate meaningful customer and prospect interactions. Qualifications: University graduate or equivalent. 2-3 years of experience in digital customer engagement, marketing with digital campaign management, or mobile application team, preferably in the Finance/Insurance/Digital Banking sector or Marketing Agency/Consultants. Experience working in innovative customer engagement journey, digital engagement campaign or managing content management systems (CMS) are highly preferred. Detail‑minded, well‑organised with strong communication and interpersonal skills. Good project management experience with the ability to collaborate across stakeholders. Experience in data analytics and reporting skills will be an advantage. Proactive, curious, and eager to learn as well as share ideas. A team player who is flexible, innovative, and ready to go the extra mile for team success. Excellent written communication skills in both English and Cantonese (Mandarin will be a plus). Familiarity with tools such as Power BI, Salesforce or similar is a plus. #J-18808-Ljbffr