Customer Experience Strategist

2 days ago


Hong Kong Island, Hong Kong SAR China OCBC Full time
About the Role

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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