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HK - GCB - AVP, Client Experience Journey

Senior (6-10 years)


Technical Skills

  • Data Management
  • Market Research
  • Marketing
  • Microsoft Excel
  • Project Management
  • Quality Control
  • Quantitative Analysis
  • Statistics
  • Training

Job Description

HK - GCB - AVP, Client Experience Journey

Location: APAC-HKG-Hong Kong-Hong Kong

  • Assist in formulating and implementing Client Experience journey design strategy to cope with the business needs
  • Analyze client voices and business processes to identify gaps against market practice and initiate new service ideas for client touch-point experience enhancement
  • Lead and manage client experience journey design and enhancement projects, follow-through to ensure smooth implementation
  • Support development and embed standardized and practical client experience methodologies / processes into the respective business functions and channels
  • Monitor and reinforce the channel service performance, and working with counterparts to provide effective training, best practice sharing and service aids in order to uplift the service standards
  • Involve in the projects with client impacts from idea clearance to implementation in order to ensure seamless client experience


  • Degree holder in Quality Management, Finance, Statistics or related disciplines

  • At least 7 years working experience in service quality management or market research, preferably in banks or financial institutions with Digital Marketing or Digital Client Experience

  • Excellent project management skills, creative thinking and problem solving capability

  • Strong in performing quantitative analysis and data management techniques including database and spreadsheet applications

  • Good command of written & spoken English & Chinese (Cantonese & Putonghua)

  • Good attitude, strong interpersonal & communication skills

  • Able to work under pressure & meet deadlines
  • Strong in Excel and proficiency in the use of MS Office

Employment TypeFull-time
Career LevelSenior (6-10 years)
Education LevelBachelor
LanguageEnglish, Cantonese, Mandarin (Putonghua)
CitibankFinancial Services, Retail and Commercial Banking

50/F, Champion Tower 3 Garden Road Central, Hong Kong

directions_walk12 mins walk from Admiralty Station