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Customer Experience Manager

2 months ago

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

We are seeking a highly skilled Customer Experience Manager to join our team at AXA Group. As a key member of our organization, you will play a critical role in driving business growth and customer satisfaction.

Key Responsibilities
  • Insights and Analysis
    • Support the development of strategic KPIs for the business and report business performance against customer experience metrics.
    • Provide ad-hoc reporting and management information support to function heads and other key stakeholders.
  • Customer Experience Improvement
    • Use data and insights from various sources to drive customer experience improvement actions.
    • Support the team to engage different business units to drive better customer experience.
    • Assist in creating end-to-end customer and service journeys across all touchpoints.
  • Reporting and Management Information
    • Coordinate the development of strategic KPIs for the business.
    • Provide ad-hoc reporting and management information support to function heads and other key stakeholders.
Requirements
  • Qualifications
    • Prior working experience in marketing, research, or project management roles in financial services or consulting firms is preferred.
    • Previous exposure to/knowledge of the insurance industry will be an asset.
    • Good presentation and report writing skills.
    • ~6 years of relevant working experience.
    • Strong analytical mind with a focus on attention to detail.
    • Proactive and with a can-do attitude.
    • Good command of English, Cantonese, and preferably Mandarin.
    • Knowledge in using Qualtrics is preferred.
  • About AXA Group
    • We are a leading global insurer with a presence in 54 markets and serving 105 million customers worldwide.
    • We offer integrated solutions across life, health, and general insurance.
    • We are committed to promoting diversity and inclusion and creating a work environment where all employees are treated with dignity and respect.
What We Offer

We offer excellent career prospects and an attractive remuneration package to the right candidates.