Experience Design Director

2 weeks ago


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

WHO WE ARE

At LOJEL, we're dedicated to making movement a worry-free experience. We're about connection, putting the purpose of our journeys at the forefront of the discussion.

We empower people to move better and focus on what truly matters through innovative, sustainable carry essentials that offer transformative experiences.

Our vision is to inspire mindful travel and connections worldwide, driven by diversity, intentional design, and a positive approach.

As an international brand founded in Japan, headquartered in Hong Kong, and sold in 15 territories, we're committed to driving positive change.

SUSTAINABILITY AT LOJEL

We recognize the challenges our world faces and are dedicated to taking action towards a more sustainable future.

We aim to achieve B Corp certification, become climate neutral, and ensure 50% of our products are crafted from recycled or sustainable materials.

About the Role

As a Customer Experience Lead, you'll 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.

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.
  • Own the customer journey, identifying critical touchpoints, mapping pain points, and implementing strategic improvements.
  • 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.
  • Analytical mindset, with a deep understanding of customer engagement metrics and behavioral insights.


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