Customer Experience Strategist
2 days ago
We are seeking a highly skilled Customer Experience Strategist to lead and monitor the performance of our Customer Care Team. As a key member of our organization, you will be responsible for developing and implementing comprehensive customer experience strategies to promote our vision and value.
Main Responsibilities:
- Develop and Implement Customer Experience Strategies
- Direct Investigations on Customer Complaints
- Analyze Customer Feedback and Surveys
- Review and Maintain Complaint Handling Policy
- Support Business Initiatives
- Stay Up-to-Date with Industry Trends
Requirements:
- Bachelor's Degree or Above
- HKSI Type 1 RA (Preferred)
- Minimum 8 Years of Complaint Handling or Customer Experience in Banking
- At Least 3 Years in Leadership Roles
- Experience with Microsoft Office and Data Analytic Tools
- Familiarity with Regulatory Complaint Handling Policy (HKMA-SPM-IC4)
- Customer-Centric Mindset with Passion for Improving Customer Satisfaction
- Excellent Communication and Writing Skills in English, Cantonese, and Putonghua
- Strong Project Management, Service Transformation, and Problem-Solving Skills
- Solid Coaching and Mentoring Skills
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