Customer Experience Manager

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

Transforming Customer Experiences at HSBC

HSBC is a world-class financial institution where you can specialize in Insurance and enjoy the advantages that come with being part of a leading global bank. Insurance is about people, and the promises they make. At HSBC, we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region.

Our Vision

We empower our team of high-performing individuals to build skills and explore new experiences to realize the full potential of being part of HSBC. We pursue efficient ways of working, harnessing the latest data and technology solutions to achieve meaningful outcomes for our clients.

Key Responsibilities

  • Work with business owners and enablement teams to ensure customer journey and experience enhancements and solutions meet the requirements, drive the right outcomes, and are delivered as per design.
  • Map end-to-end customer journeys for key Health propositions, products, and platforms, including but not limited to Well+ and Benefits.
  • Drive exceptional customer experience (NPS) across all Health touch points.
  • Identify key pain points for improvement and design moments of truth, based on data and insights.
  • Design and lead VOC and customer testing and research that feeds design.
  • Working with insights and data leads received from enablement teams, create and develop analyses to help business recognize challenges, identify opportunities, and build solutions to improve the overall customer experience.
  • Champion a customer-obsessed culture in the company; work with all functions to embed customer value decisions in all our activities.
  • Digital and Mobile skills: The role holder will have knowledge and experience in digital and mobile given the focus on driving the engagement across our customer base.
  • Foster and champion Growth mindset, enabling insights and design thinking to drive ambitious growth.
  • Foster a customer-centric culture and deliver a level of customer and employee advocacy superior to regional and market competitors and create a sustainable differentiated competitive position.
  • Work closely with the regional and global teams to consistently deliver customer and revenue growth and best-in-class customer experience.
  • Design and enable rapid solutions for growth in response to market changes and opportunities.
  • Ensure close connection between market trends, customer needs, and ultimately business strategy.

Requirements

  • Degree holder in a related field.
  • Experience in a customer journey design/customer experience role.
  • Data-driven and result-oriented, with strong analytical skills; high level of attention to detail, including a proven ability to manage multiple and competing priorities simultaneously.
  • Proven ability to be a self-starter with energy and drive in a challenging and dynamic environment.
  • Excellent communication and inter-personal skills to engage multiple stakeholders.
  • Able to influence, manage, and build relationships with multiple stakeholders.
  • Versatile team player, ready to perform duties above and beyond stated scope as requirements and role evolve.
  • Experience in a customer journey design/customer experience role.
  • Experience in Health care/medical provider industry building products or launching customer solutions.
  • Knowledge of NRC markets in Hong Kong.

  • Customer Experience Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

    Unlock Your Potential as a Customer Experience ManagerAt HSBC, we're committed to delivering exceptional customer experiences that drive business growth and customer advocacy. As a Customer Experience Manager, you'll play a critical role in shaping our customer journey and ensuring that our customers receive the highest levels of service.Key...

  • Customer Experience Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    Job Title: Customer Experience ManagerAt Bank Of China (Hong Kong) Limited, we are seeking a highly skilled Customer Experience Manager to lead our customer-centric initiatives and drive business growth through exceptional customer experiences.Key Responsibilities:Develop and implement customer journey design strategies to enhance customer experience across...

  • Customer Experience Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China The Bank of East Asia Full time

    Job Title: Customer Experience ManagerWe are seeking a highly skilled and experienced Customer Experience Manager to join our team at The Bank of East Asia. As a key member of our branch team, you will be responsible for delivering exceptional customer service and ensuring that our customers have a positive experience with our bank.Key...

  • Customer Experience Manager

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

    Unlock Your Potential in Wealth and Personal BankingAt HSBC, we're committed to delivering exceptional customer experiences that drive business growth and customer advocacy. As a Customer Experience Manager, you'll play a critical role in shaping our customer journeys and ensuring that our customers receive the highest levels of service.Key...

  • Customer Experience Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    Job Title: Customer Experience Manager About the Role: We are seeking a highly skilled Customer Experience Manager to join our team at Bank Of China (Hong Kong) Limited. As a key member of our organization, you will be responsible for driving customer-centric initiatives and leading customer journey/experience design across all customer segments, products,...

  • Customer Experience Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    Job Title: Customer Experience ManagerJoin Bank of China (Hong Kong) Limited as a Customer Experience Manager and drive customer-centric initiatives across our Personal Banking Business.Key Responsibilities:Customer Journey Design: Lead the design of customer journeys across all customer segments, products, and service channels to deliver exceptional...

  • Customer Experience Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

    At Prudential, we're committed to being partners for every life and protectors for every future. Our purpose drives everything we do, creating a culture where diversity is celebrated and inclusion is assured. We provide a platform for our people to excel and make an impact, supporting their career ambitions. We strive to make Prudential a place where you can...

  • Customer Experience Manager

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    Job Summary: We are seeking a highly skilled Customer Experience Manager to lead our customer journey and experience design efforts in Personal Banking Business. The ideal candidate will have a strong background in customer research, digital experience, and new initiative development. Key Responsibilities:Drive customer-centric model in Personal Banking...

  • Customer Experience Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China AXA Group Full time

    Key Accountabilities:As a key member of our team, you will be responsible for driving customer experience excellence across our organization. This includes:Supporting the development of customer insights and research initiatives to inform business decisionsCollaborating with cross-functional teams to design and implement customer experience...

  • Customer Experience Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

    Unlock Your Potential with HSBCAre you a customer-centric professional looking to make a meaningful impact in the financial industry? Do you have a passion for delivering exceptional customer experiences and driving business growth? If so, we invite you to explore this exciting opportunity with HSBC's Wealth and Personal Banking team.Key...

  • Customer Experience Manager

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    Job Title: Customer Experience Manager About the Role: We are seeking a highly skilled Customer Experience Manager to join our team at Bank Of China (Hong Kong) Limited. As a key member of our organization, you will be responsible for driving customer-centric initiatives across our Personal Banking Business. Key Responsibilities: * Lead customer journey...

  • Customer Experience Manager

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China AXA Group Full time

    About the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at AXA Group. As a key member of our organization, you will be responsible for driving customer excellence and insights across various business units.Key Responsibilities:Support the development of strategic KPIs for customer experience and report business performance...

  • Customer Experience Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China HKT Full time

    About HKT TeleservicesHKT Teleservices, a leading provider of business process outsourcing (BPO) solutions, offers a comprehensive range of customer experience services. Our expertise encompasses voice and non-voice solutions, earning us prestigious accolades.With a global presence, we operate 24-hour, multi-channel customer care centers in Hong Kong and...

  • Customer Experience Manager

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China HKT Full time

    About HKT TeleservicesHKT Teleservices, a subsidiary of PCCW Limited, is a leading provider of business process outsourcing (BPO) solutions. Our expertise encompasses a comprehensive range of voice and non-voice customer experience services, earning us prestigious accolades.With a global presence, we operate 24-hour, multi-channel customer care centers in...

  • Customer Experience Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China AXA Group Full time

    Key Responsibilities:As a key member of our team, you will be responsible for supporting the management of ongoing research work, including product concept and proposition testing, and collaborating with external research agencies.You will also assist in extensive group-sponsored research, including NPS and annual customer and distributor satisfaction...

  • Head of Customer Experience Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China hang lung properties Full time

    Job Title: Head of Customer ExperienceAt Hang Lung Properties, we are seeking a seasoned professional to lead our customer experience efforts. As the Head of Customer Experience, you will be responsible for developing and implementing strategies to improve customer relationships, dedication, and satisfaction.Key Responsibilities:Develop and implement...

  • Customer Experience Manager

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China The Bank of East Asia Full time

    Job Description**Job Summary:**We are seeking a highly skilled and experienced Customer Experience Manager to join our team at The Bank of East Asia. As a Customer Experience Manager, you will be responsible for ensuring that our customers receive exceptional service and support in our branches.Key Responsibilities:Customer Service: Act as the first point of...

  • Head of Customer Experience Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China hang lung properties Full time

    Job Title: Head of Customer ExperienceAt Hang Lung Properties, we are seeking a highly skilled and experienced professional to lead our customer experience team.Job Summary:The Head of Customer Experience will be responsible for developing and implementing strategies to improve customer relationships, dedication, and satisfaction. This role will work closely...

  • Digital Customer Experience Manager

    3 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Apt Resources Full time

    Apt Resources Seeks Experienced Manager for Digital Customer ExperienceApt Resources is currently seeking a highly skilled and experienced Manager to lead the Digital Customer Experience team. As the Senior Manager of Customer Experience Design, you will be responsible for designing, implementing, and optimizing the digital experience for customers across...

  • Head of Customer Experience Manager

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China hang lung properties Full time

    Job Title: Head of Customer ExperienceJob Summary:We are seeking a highly experienced and skilled Head of Customer Experience to lead our customer experience team and drive customer satisfaction across our portfolio in Hong Kong and Mainland.Key Responsibilities:Develop and implement strategies to improve customer relationship, dedication, and satisfaction,...