Manager CX

We are currently seeking a high calibre professional to join our team as a Manager CX.

In this role you will

• Execute the holistic CX (customer experience) and Relations strategy that can drive continued improvement in CX, elevation in customer advocacy along with reduction in complaint, sustainable customer engagement and business growth

• Develop and implement AI-powered CX and Customer Relations capabilities and cross-functional programs to drive change while ensuring CX and complaint management operational excellence

• Facilitate efficiency and quality improvements through innovative strategies and technology implementations in CX model

• Manage CX model automation including customer feedback loop mechanism to act on customer voices to drive customer advocacy improvement and complaint pre-emption 

• Facilitate complaint management automation and operational transformation to increase efficiency 

• Collaborate with cross-functional teams and prepare documentations to ensure seamless integration of AI solutions into existing CX and Relations processes in compliance with risk assessment and governance

• Support Wealth and Personal Banking’s strategic initiatives and CX projects that align with the long-term vision of business and customer growth priorities

• Support CX initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable customer experience

To be successful you will need

• University degree or professional qualification in a relevant discipline

• Demonstrated experience in implementing CX and digital transformation projects and solid knowledge of AI solutions applicable to CX enhancement and operational efficiency

• Good understanding of the Wealth and Personal Banking business and strategy, with extensive customer strategy experience is a definite advantage

• Excellent customer focus, with the capacity to implement and mobilize customer centric initiatives

• Ability to deliver change while working across a multisite matrix organization

• Strong project skills, with the ability to work on competing priorities

• Innovative and embracing change to bring in desired outcomes effectively

• Analytical skills offering the capacity to identify and address areas for development and improvement

• Strong verbal and written communication and presentation in Chinese and English