This will be a highly strategic role responsible tasked with transforming end to end customer journey to create a streamlined and holistic digital customer experience, utilising new and existing online platforms. The role will manage a team of skilled research professionals and will use their insight findings to advise senior business leaders on best CX approach and strategy. The incumbent will be responsible for customer feedback and satisfaction and will be tasked with raising these scores to ensure maximum customer retention.
To be successful in this role a proven track record of success in driving CX transformation and innovation is essential with solid close to customer experience within the financial services industry and a strong understanding of the Hong Kong market. An understanding and experience in the nuts and bolts of customer insights and research methodologies will be needed in order to lead the insights team and ensure the most effective research methods are being utilised. The ability to influence and persuade senior management and build a strong internal network of stakeholder relationships is key in order for the incumbent to be successful.
As the role will focus on the Hong Kong market, fluency in Cantonese, as well as English, is required.
This is a rare opportunity for a talented CX professional to play a leading role in bringing the best customer experience to the retail wealth and health market.
The SR Group (Hong Kong) Limited is acting as an Employment Agency in relation to this vacancy.