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Manager, Customer Strategy and Insights

Full-time
Senior (6-10 years)

Posted 

Technical Skills

  • Branding
  • Corporate Communications
  • Customer Service
  • HR
  • Marketing
  • Team Management

Job Description

Manager, Customer Strategy and Insights

Location: HONG KONG

Customer Strategy
  • Create and enhance end-to-end customer and service journey across all touchpoints; engage different teams across all LOBs, Product, Marketing, Digital, IT and Operation, etc. to understand their needs and secure buy-in, and to ideate and prioritise on the identified opportunities
  • Lead and coordinate service and brand campaigns to drive customer recommendation and perception on service excellence and customer centricity
  • Use data and insights from various sources (CXT, NPS, ICF, Complaints, etc.) to drive and refresh CX strategy and improvement initiatives
  • Assist to organise, conduct and drive the CX board and actions arising
  • Work with relevant teams to improve Distributor Experience covering operational efficiency, knowledge, communication, etc. to ultimately drive CX
  • Collaborate with HR, Communications and other relevant teams to drive employee engagement actions to promote, evangelise Customer First
 Reporting and Management Information (MI)
  • Co-ordinate the development of strategic KPIs for the business and report business performance against those agreed KPIs
  • Provide adhoc reporting, MI support to function head and other key stakeholders

Qualifications

  • University graduate in Business, Marketing or related subjects
  • Prior working experience in Customer Experience, Experience Design, Service Design, Operational Excellence in financial services or consulting firms. Related experience in telecom, hospitality sectors will also be considered
  • Previous exposure to / knowledge of insurance industry will be an asset
  • 6 - 10 years of relevant working experience
  • Strong interpersonal and people management skills – ability to facilitate working together across the silos
  • Strong analytical mind with focus on attention to detail
  • Proactive and with a can-do attitude
  • Good command of English, Cantonese and preferably Mandarin
Employment TypeFull-time
Career LevelSenior (6-10 years)
Education LevelBachelor
LanguageEnglish, Cantonese, Mandarin (Putonghua)
AXAInsurance and Reinsurance

42/F., AXA Tower, Landmark East, 100 How Ming Street, Kwun Tong

directions_walk8 mins walk from Kwun Tong Station