Senior Customer Segment Manager / Customer Segment Manager (Customer Journey) Senior Customer Segment Manager / Customer Segment  …

Bank Of China (Hong Kong) Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Bank Of China (Hong Kong) Limited
in Hong Kong, Hong Kong, Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Senior Customer Segment Manager / Customer Segment Manager (Customer Journey)
Responsibilities:
  • Build different customer journeys to improve customer satisfaction with the banking services (Customer Journey)
  • Re-examine the products, customer service, processes, promotion, sales contacts, after-sales service, etc.
  • Evolve from individual product sales to a full range of service solution providers, enhancing the relationship between our customers and the Bank's major banks
  • Establish the standardized guidelines or improvement programs to enhance customer experience at different levels, and prioritize processing according to the urgency of the problem
  • Promote, implement, track and monitor the customer experience improvement solutions
  • Design and implement online and offline customer communication content, intonation, channels, frequency and service commitment to enhance customer experience and professional image
  • Review and optimize customer information, service fee waiver and processing mechanisms existing in different internal channels and codes of practice to unify customer experience
  • Engage in the design and implementation of the strategic planning project to ensure that the project is built and executed on a customer-centric basis
  • Establish a customer voice/opinion and customer review database
Requirements:
  • Degree or above with major in Business Administration, Finance, Economics, Statistics, or related disciplines
  • More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer segment management
  • Familiar with financial products and operations / service enhancement, and with the drive to strive for continuous improvement
  • Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple projects.
  • Excellent communication, analytical, organizing and management skills with creative mind
  • Great Chinese and English writing skills
  • Proficient in both spoken English and Chinese (Cantonese and Mandarin)
  • Less experienced candidate will be considered as Manager role

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