Digital Transformation Leader for Customer Experience

4 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Eames Consulting Full time

We are seeking a highly motivated and experienced Digital Transformation Leader to join our team at Eames Consulting. As a key member of our organization, you will play a crucial role in driving digital transformation initiatives that enhance customer experience.

About the Role

The ideal candidate will have a strong background in customer journey design, contact center/operations management, digital transformation, or process re-engineering. They should possess excellent presentation and communication skills, with the ability to convey complex ideas to a wide range of stakeholders in English and Cantonese. In addition, they should be highly self-motivated, independent with a collaborative mindset, exceptional interpersonal and critical reasoning skills to influence and coordinate with diverse teams.

Key Responsibilities
  • Support department head in developing programs and roadmaps pivoting a human-centered contact center for servicing customers and distributors.
  • Review, design, and execute changes to internal processes, eliminate redundant tasks, and drive digital processes for the benefits of customer and staff experience.
  • Recognize customer needs and expectation to revamp and modernize contact center systems with a focus on customer experience and human-centered process.
  • Design customer journey via IVR and Chatbot, optimize the usage of IVR self-serve functions, and promote STP.
  • Employ data to identify improvement opportunities and establish an action plan for service and process transformation.
  • Partner with Transformation Team to facilitate the successful implementation of Digital Customer Leadership Agenda for Contact Center.
  • Assist in monitoring hiring progress, FTE trend, cost forecast, KPI performance; and prepare management updates material and presentation.
  • Lead review meetings, deliver regular communications regarding center performance progress, area of attention, and expected improvement actions.
  • Work with team heads from different workstreams under contact center for capacity planning, CSO scorecard, and workforce management.
  • Facilitate staff engagement for energizing a diverse team and promoting a positive work environment.
Requirements
  • Degree holder, with minimum 8+ years of experience in Financial Institutions.
  • Background in customer journey design, contact center/operations management, digital transformation, or process re-engineering.
  • Experience in insurance industry and agency servicing would be an advantage.
  • Highly self-motivated, independent with a collaborative mindset, exceptional interpersonal and critical reasoning skills to influence and coordinate with diverse teams.
  • Excellent presentation and communication skills, with the ability to convey complex ideas to a wide range of stakeholders in English and Cantonese.
  • Strong in problem-solving, logical and structured, comprehend complex situations for effective solutions and alternatives.
  • Knowledge of Contact Center technology, i.e., Salesforce, Amazon Connect, Chatbot, Voice-bot, Live chat, Workforce Management tools.
Salary Information

The salary range for this position is HKD 150,000 - HKD 250,000 per annum, depending on qualifications and experience. We offer a competitive compensation package, including bonuses, stock options, and other benefits.

  • Transformation Leader, Customer Experience and Process

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Company 28 - Manulife (International) Limited Full time

    Company OverviewManulife Financial Corporation is a leading international financial services group that helps people make informed decisions about their financial lives. With its global headquarters in Toronto, Canada, Manulife operates across Asia, Canada, and Europe as Manulife, and primarily as John Hancock in the United States.The company provides a wide...

  • Digital Transformation Leader

    3 weeks ago

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

    Job SummaryThe DBS Bank (Hong Kong) Limited is seeking a skilled Digital Transformation Leader - Customer Onboarding to lead digital acquisition and customer onboarding initiatives. This role will focus on bringing in new customers, reactivating existing relationships, and strengthening ties with the bank.About UsAs the leading bank in Asia, DBS Consumer...

  • Digital Business Transformation Leader

    4 weeks ago

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

    Job Title: Digital Business Transformation LeaderAbout the Role:We are seeking a seasoned Digital Business Transformation Leader to join our team at Bank Of China (Hong Kong) Limited. The ideal candidate will have extensive experience in driving digital transformation initiatives and leading cross-functional teams to deliver business outcomes.Key...

  • Transformation Leader, Digital Business

    3 weeks ago

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

    About KOS InternationalWe are a renowned market leader in Hong Kong offering a wide array of services in the financial domain.As one of the most prominent businesses in Hong Kong, we are seeking an experienced Transformation Leader to digitally transform our business and drive our digitization strategy forward.About the RoleYou will report to our department...

  • Digital Transformation Leader

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

    About the RolePrudential plc is seeking a talented and results-driven Digital Transformation Leader to join our Group office as an individual contributor. In this strategic role, you will play a key part in executing and delivering digital projects, enhancing digital platforms, and optimizing digital experiences and usability across our various Local...

  • Digital Transformation Leader

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

    About the RoleAs a Digital Transformation Leader, you will play a vital role in amplifying the impact of our Technology Change Management team by providing high-level operational support and strategic guidance. With a focus on digital transformation, you will oversee the execution of change management initiatives, coordinate resources, and collaborate...

  • Digital Transformation Leader

    3 weeks ago

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

    Job Title: Digital Transformation Leader - Wealth ManagementSalary: HKD 900,000 - 1,200,000 per annumCompany Overview:Bank Of China (Hong Kong) Limited is a leading financial institution in Hong Kong, committed to providing innovative and customer-centric services.Job Description:We are seeking an experienced Digital Transformation Leader to join our Wealth...

  • Digital Transformation Leader

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Bank of China Full time

    Job DescriptionWe are seeking a highly experienced Digital Transformation Leader to join our team at the Bank of China. This is an exciting opportunity for a skilled professional to drive business growth and improvement through strategic project management and leadership.

  • Digital Transformation Leader

    2 weeks ago

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

    About AIA International LimitedAIA International Limited is a leading insurance company dedicated to helping customers live Healthier, Longer, Better Lives. Our innovative approach and commitment to excellence have made us a trusted partner in the industry.Job OverviewWe are seeking a highly skilled Digital Transformation Leader to join our team. This role...

  • Strategic Digital Transformation Leader

    4 weeks ago

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

    Citi is a leading global bank with a rich history of innovation and commitment to excellence. As a strategic digital transformation leader, you will play a key role in shaping the future of our business by driving digitalization across various areas.About the RoleThis senior leadership position requires a seasoned professional with expertise in digital...

  • Digital Transformation Leader

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China Crossings Executive Search Full time

    Job DescriptionAbout the Role:We are seeking a highly skilled Digital Transformation Leader – IT Architect to join our team at Crossings Executive Search. This is an exciting opportunity for a seasoned professional to lead and shape our company's technology strategy, driving innovation and excellence in digital solutions.Responsibilities:Develop and...

  • Digital Transformation Solutions Leader

    2 weeks ago

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

    We are seeking an experienced Digital Transformation Solutions Leader to join our team at Bank Of China (Hong Kong) Limited.About the RoleThis is a unique opportunity to lead and implement our vision for digital transformation, leveraging cutting-edge technologies such as Agile, DevOps, and Generative AI. As a key member of our team, you will facilitate...

  • Digital Transformation Scrum Leader

    1 month ago

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

    **Company Overview**TEKsystems Hong Kong is a leading insurance company looking to enhance its Agile processes across different areas. They are seeking multiple Scrum Masters to join their team and work on various digital transformation projects. Job SummaryWe are currently seeking a Digital Transformation Scrum Leader to facilitate agile development...

  • Digital Transformation Leader

    1 month ago

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

    About Bank Of China (Hong Kong) LimitedBank of China (Hong Kong) Limited is a leading financial institution in Hong Kong, providing a wide range of banking services to individuals and businesses.Salary:The estimated salary for this position is around HK$800,000 - HK$1,200,000 per year, depending on experience.Job Description:We are seeking a highly skilled...

  • Digital Transformation Leader

    4 weeks ago

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

    About the RoleWe are seeking an experienced IT Project Manager to lead our client's digital transformation initiatives in Hong Kong.Key ResponsibilitiesLead and manage large-scale digital transformation projects from initiation to completion.Coordinate with technical teams to ensure seamless integration of systems and applications.Communicate effectively...

  • Digital Transformation Leader for Insurance Firm

    4 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China ECMS (Asia) Full time

    About ECMS (Asia):We are a leading technology firm in the insurance industry, seeking an experienced Digital Transformation Leader to join our expanding team. This is a challenging and rewarding role that requires strong project management skills and the ability to drive digital transformation initiatives.Estimated Salary: $120,000 - $180,000 per year.Job...

  • Transformation Leader, Digital Excellence

    1 month ago

    Hong Kong, Central and Western District, Hong Kong SAR China Prudential plc Full time

    About PrudentialPrudential plc is a leading life insurance company that aims to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners.We provide a platform for our people to do their best work and...

  • Strategic Digital Transformation Leader for KOS International

    4 weeks ago

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

    About Our ClientKOS International is a well-established company in the financial services industry, renowned for its cutting-edge technology and forward-thinking approach.Job Summary:We are seeking a highly skilled and experienced Strategic Digital Transformation Leader to join our team. The ideal candidate will have a strong background in IT services...

  • Regional Sales Enablement Leader

    3 weeks ago

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

    Job Summary: We are seeking a highly skilled Regional Sales Enablement Leader to drive the success of our digital transformation initiatives in the Asia Pacific region. This is an exciting opportunity for a seasoned professional with a strong background in sales enablement, business development, and leadership.**About Us:**KPMG China is committed to being an...

  • Enterprise Transformation Leader

    3 weeks ago

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

    **Job Summary**We are seeking an experienced Enterprise Transformation Leader to join our team at Microsoft.The successful candidate will be responsible for driving business transformation through technology for assigned accounts in multiple business units to drive business outcomes and create business value for customers.**Key Responsibilities:**Develop and...