Five-day work week / Medical insurance / Performance bonus
Job Description
Responsibilities
Supporting the customer experience strategy and design framework to maximize long term value to our key customer segments, in line with business priorities
Working with the business to ensure that customer insight informs change programme design and implementation with particular emphasis on regulatory and conduct driven change
Using the voice of the customer to influence the customer experience and drive up engagement ensuring customers' needs, desires and the value of positive customer engagement are understood
Supporting the creation and delivery of customer communications and customer experience frameworks
Helping to ensure that our customer experience is at least in line with our competitors by bringing the outside in (regarding trends, technology, customer experience, best practice, etc.)
Demonstrating good understanding of key trends and areas of innovation which influence the way we interact and engage with our external customers, internal stakeholders and audiences. These should include digital marketing, new technology, Marketing Automation, Customer Relationship Management, Agile working practices, data and analytical tools, and how this helps Bank to be more customer centric
Requirements
Qualifications
University graduate with degree preferably in business administration, management and marketing related discipline
Minimum 3 years of experience in retail banking and wealth management, with at least 2 years’ in marketing, customer value management and managerial role; experience in insurance, research and consulting, transformation, digital banking or project management is a plus
An in-depth knowledge of customer engagement and customer relationship management
Strong drive in innovation and transformation
Excellent interpersonal, communication and presentation skills
Good knowledge of application software
Proficiency in both English and Chinese
Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes