Customer Experience Strategist

3 weeks ago

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

HSBC Life is a world-class institution where you can specialize in Insurance and enjoy the advantages of being part of a leading global international bank. Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment.

Key Responsibilities
  • Work with business owners and enablement teams to ensure customer journey and experience enhancements meet the requirements and are delivered as per design.
  • Map end-to-end customer journeys for key Health propositions, products & platforms, including 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 & 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.
  • 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.
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.

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