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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