Customer Experience Lead

2 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Hang Seng Bank Limited Full time

About Hang Seng Bank Limited

Hang Seng Bank Limited is a leading financial institution in Hong Kong, committed to service excellence and dedicated to providing best-in-class products and services to its customers.

Our Commitment to Excellence

We strive to attract high-calibre talent by offering a dynamic working environment, good career development opportunities, and competitive compensation packages. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers.

Job Description

As the Assistant Manager, Customer Experience, you will oversee the daily operations of our customer experience team, including performing thorough analysis and reviewing customer feedback to identify key insights and pain points that impact customer experience. You will drive continuous improvement initiatives to enhance customer satisfaction and loyalty.

Key Responsibilities

  • Oversee NPS daily operations, ensuring timely analysis and review of customer feedback to identify areas for improvement.
  • Collaborate with other departments to facilitate platform migration projects, ensuring seamless transitions that minimize disruption of services.
  • Lead the mystery shopping programme, working closely with vendors and internal teams on day-to-day fieldwork management, service quality, and reporting.
  • Implement internal customer-centric programmes, including regular communication production and rewards fulfilment preparation.
  • Support the preparation of materials for the monthly management forum and coordinate input from various departments.

Requirements

  • Bachelor's degree in Business, Marketing, Services/Hospitality/Operation Management or other relevant qualifications.
  • Strong understanding of the financial industry, with minimum 1 year experience in the sector.
  • Strong analytical skills, with the ability to interpret complex data sets and derive meaningful insights.
  • Excellent communication and interpersonal skills, with a knack for presenting data-driven recommendations clearly and effectively.
  • Strong project management skills, with the ability to work with minimal supervision.
  • Ability to work collaboratively in a team-oriented environment and manage multiple projects simultaneously.
  • Proficiency in both English and Chinese.

Career Opportunities

If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to explore this opportunity further. Visit our career page to learn more about our company culture and values, and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong.

  • Customer Experience Optimization Lead

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China China Mobile International Limited Full time

    Key ResponsibilitiesCustomer Service Policy Development: Formulate and improve customer service policies for ToC customers, ensuring alignment with market dynamics and customer needs.Service Process Optimization: Optimize service processes and customer experience design for ToC business, identifying areas for improvement and implementing changes.Customer...

  • Customer Experience Ambassador

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Aspire Lifestyles Full time

    Company OverviewAspire Lifestyles is a leading premium concierge and affluent service provider, helping companies and top brands build strong customer relationships.Job SummaryWe are seeking a highly skilled Luxury Service Representative to join our team. The ideal candidate will have excellent communication and customer service skills, as well as experience...

  • Customer Experience Director

    6 days ago

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

    A Day in the Life of a Floor ManagerAs a Floor Manager at COS, you'll play a pivotal role in shaping the customer experience. Your day will be filled with opportunities to inspire, motivate, and guide your team to deliver exceptional service. You'll be responsible for driving sales growth, analysing sales data, and collaborating with the store manager to...

  • Customer Experience Specialist

    4 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Aspire Lifestyles Full time

    Job SummaryAspire Lifestyles, a leading premium concierge and affluent service provider, seeks a Customer Experience Specialist to join our team. This role involves developing strong relationships with customers, providing innovative solutions, and promoting clients' brand promise.Key Responsibilities:Build trust with customers through effective...

  • Customer Experience Manager

    1 day ago

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

    Company Overview:Merkle, a leading customer experience transformation partner to Fortune 1000 companies, is dedicated to enhancing brand loyalty and competitive advantage through exceptional customer experiences. With a global workforce exceeding 14,000 professionals, Merkle drives hyper-personalization and digital transformation for clients across multiple...

  • Customer Experience Manager

    6 days ago

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

    About Regnology Group GmbHRegnology Group GmbH is a market-leading SaaS company that enables customers to achieve success through innovative solutions.

  • Global Customer Experience Leader

    6 days ago

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

    We are looking for a seasoned professional to lead our customer service team in the payment industry. As a key member of our organization, you will be responsible for developing and implementing strategies to deliver exceptional customer experiences. Your expertise in customer service management will be instrumental in driving business growth and...

  • Innovation and Customer Experience Lead

    4 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China BOC Group Life Assurance Company Limited Full time

    Job DescriptionWe are seeking a talented Digital Innovation and Growth Manager to join our BOC Group Life Assurance Company Limited team. As a key member, you will be responsible for driving business impact through engagement activities, communication materials, and strong network building. This is an exciting opportunity to leverage your expertise in...

  • Digital Project Lead

    6 days ago

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

    Ogilvy celebrates its people. Fully. Enthusiastically. Unhesitatingly. We'll empower you with the tools you'll need to succeed.About the RoleWe're looking for a Project Manager to help drive the adoption and enablement of customer's investment in their MarTech platform and manage day-to-day operational aspects of project scopes.Job Description:OverviewThe...

  • Customer Experience Strategist

    6 days ago

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

    About This RoleHermès is seeking a Senior Customer Experience Executive to join our team. As a key member of our luxury retail team, you will be responsible for planning and executing customer experience omnichannel strategies to build 360-degree joyful customer experiences.Responsibilities:Develop and implement customer experience plans that align with the...

  • Digital Customer Experience Manager

    1 day ago

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

    Crypto.com is a leading digital asset exchange that requires a skilled Crm MarTech Project Manager to oversee the implementation of customer data platforms (CDP) across retention, acquisition, experimentation, and data visualization tools. The successful candidate will work closely with cross-functional teams to enhance customer experience and retention...

  • Customer Experience Associate

    23 hours ago

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

    At Bank Of China (Hong Kong) Limited, we are seeking a Customer Service Specialist to join our team.About the RoleThis role is responsible for providing exceptional customer service to meet and exceed customer expectations.Main ResponsibilitiesGreet customers in a timely and friendly manner, assist with inquiries, and promote a positive customer...

  • Customer Experience Manager

    6 days ago

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

    Job DescriptionWe are seeking a skilled professional to join our team as a CUSTOMER EXPERIENCE MANAGER. As a key member of our organization, you will play a vital role in delivering exceptional service to our clients and stakeholders.Your primary responsibility will be to handle client enquiries and requests in a timely and professional manner. This will...

  • Customer Experience Specialist

    22 hours ago

    Hong Kong, Central and Western District, Hong Kong SAR China Lululemon Athletica Part time

    Job SummaryThe Customer Experience Specialist role at Lululemon Athletica is designed to provide exceptional customer service, educate guests on our products, and foster a positive store experience. As a key member of our sales team, you will be responsible for engaging with customers, building relationships, and driving sales growth.

  • Customer Experience Manager

    6 days ago

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

    Job DescriptionWe are seeking a highly motivated and passionate Client Relationship Management (CRM) Intern to join our Global CRM Engagement team. This is an exciting opportunity to gain hands-on experience in customer journeys, digital product, and content design across CRM channels leveraging data insights.This role involves working closely and...

  • Customer Experience Specialist

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Lululemon Athletica Part time

    We are seeking a highly skilled Customer Experience Specialist to join our team. As a Customer Experience Specialist, you will be responsible for creating a positive and engaging experience for our guests in store. This includes providing product education, sharing our community and culture, and ensuring that every guest leaves feeling valued and...

  • Customer Experience Advocate

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time

    OverviewCathay Pacific Airways Limited is committed to delivering exceptional customer experiences and building long-term relationships with our customers. As an Employee Services Executive, you will play a critical role in achieving this goal by providing high-quality customer contact services, supporting teams in various locations, and focusing on...

  • Customer Experience Strategist

    1 day ago

    Hong Kong, Central and Western District, Hong Kong SAR China dynaTrace software GmbH Full time

    About the PositionWe are seeking an experienced Senior Customer Success Engineer to join our team at Dynatrace. As a key member of our account team, you will work closely with customers to define their strategic roadmaps and provide guidance on achieving their desired business outcomes.As a trusted advisor, you will have a deep understanding of our...

  • Customer Experience Advocate

    4 days ago

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

    Bank Of China (Hong Kong) Limited is committed to providing exceptional customer experiences. We are seeking a highly skilled and dedicated Customer Service Officer to join our team.About the RoleThis is an exciting opportunity for a motivated individual to take on a key role in delivering quality customer services through counter transactions, cross-selling...

  • Customer Experience Management Professional

    6 days ago

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

    About OCBCAs a leading bank in Asia, we offer a wide range of banking services to individuals, corporations, and institutions.What We OfferWe offer a competitive salary and benefits package, as well as opportunities for career growth and professional development.Responsibilities:Working closely with Business Development Managers to bring in new business and...