Seamless Experience Leader

2 weeks ago


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

Transforming Customer Experiences

We're looking for a Customer Experience Lead to redefine how we engage with customers, transforming our Customer Success and Service teams into a function that drives experience.

This role is about designing proactive strategies that elevate customer interactions, drive engagement, and build long-term brand affinity.

You'll shape the future of LOJEL's loyalty and retention strategies, ensuring CX is a central driver of engagement, advocacy, and brand love.

Your Key Responsibilities

  • Lead the evolution of the Customer Success and Service teams into an experience-first function.
  • Establish a data-driven approach to CX, using insights from service interactions, market research, and digital behavior.
  • Develop scalable knowledge ecosystems, ensuring seamless access to support and information.

Your Skills and Qualifications

  • 5+ years of experience in CX strategy, customer insights, or service leadership.
  • Expertise in customer journey mapping, identifying opportunities for optimization, and proactive experience design.
  • An analytical mindset, with a deep understanding of customer engagement metrics and behavioral insights.
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