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Customer Experience Manager

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China AXA Group Full time
Key Responsibilities:

As a key member of our team, you will be responsible for supporting the management of ongoing research work, including product concept and proposition testing, and collaborating with external research agencies.

You will also assist in extensive group-sponsored research, including NPS and annual customer and distributor satisfaction studies, and provide support to different teams and lines of business to conduct market research and analysis to gather insights to support and set forward direction and as input into strategic plans.

Additionally, you will use data and insights from various sources to drive customer experience improvement actions, and support the team to engage different lines of business to drive better customer experience.

You will also assist to create end-to-end customer and service journey across all touchpoints, collaborate and facilitate discussion with relevant business units and support functions, and assist to organise and drive the CX Forum and ongoing monitoring.

Furthermore, you will work with relevant teams to improve distributor experience journey covering operational excellence, knowledge, communication, etc. to ultimately drive CX, and collaborate with HR, Communications and other relevant teams to drive employee engagement actions to promote and evangelise customer first.

Finally, you will co-ordinate the development of strategic KPIs for the business and report business performance against customer experience KPIs, and provide adhoc reporting and MI support to function head and other key stakeholders.

Your Profile:

We are looking for a candidate with prior working experience in marketing, research or project management roles in financial services or consulting firms, with previous exposure to or knowledge of the insurance industry being an asset.

You should have good presentation and report writing skills, with a strong analytical mind and focus on attention to detail, and be proactive with a can-do attitude.

Good command of English, Cantonese and preferably Mandarin is required, and knowledge in using Qualtrics is preferred.

About AXA:

AXA is one of the largest global insurers, with a purpose to act for human progress by protecting what matters.

We are committed to promoting diversity and inclusion, and welcome and treasure diverse profiles to join our big family.

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