Senior Manager, Client Experience Journey - Banking
7至10年 薪資面議 固定工作 / 全職 未標明 銀行業 銀行和金融
職位描述
Description
- Define and implement Client Experience journey design strategy to cope with the business needs
- Ensure holistic view of the client experience via design sessions, and via root cause analysis of complaints and issues data
- Deep understanding of our clients through research and analysis related to client loyalty; understand the competition
- Create client experience improvement plan and influence implementation of key initiatives to improve results and drive client loyalty
- Monitor and measure client service initiatives and ensure objectives are included within performance management processes
- Build highly effective, highly motivated team of colleagues and partners
職位要求
Qualifications
- Degree holder in Quality Management, Finance, Statistics or related disciplines
- 8 years’ experience in service quality management or market research, preferably in banks or financial institutions
- A skilled stakeholder manager with track record leading strategic client experience programs and delivering client centric solutions
- Strong knowledge of research methodologies with in depth experience and understanding of voice of client
- Excellent team management and leadership gained in client centric operation, leading change processes to uplift the client experience
- The ability to envisage and deliver to strategic goals whilst also understanding the detail and the importance of operational frontline delivery
- Strong analytics capability to integrate multiple data sources to inform decisions to drive client experience and loyalty and determine root cause of problems