Citibank

HK - GCB - Client Experience Journey Assistant Vice President

Citibank
Full Time
Central
Non-specified
Senior (6-10 years)
Bachelor
English, Cantonese, Mandarin (Putonghua)

Job Description

HK - GCB - Client Experience Journey Assistant Vice President

Location: APAC-HKG-Hong Kong-Hong Kong

Job Purpose:
  • To design, drive and implement the bank wide Remarkable Client Experience journey in order to enhance overall client experience.  This role will report to the Client Experience Journey Head
Key Responsibilities:
  • 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 or process improvement 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

Qualifications

  • 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
  • Strong in performing quantitative analysis and data management techniques including database and spreadsheet applications
  • Excellent project management skills, creative thinking and problem solving capability
  • 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

Technical Skills

  • Data Management
  • Market Research
  • Microsoft Excel
  • Process Improvement
  • Project Management
  • Quantitative Analysis
  • Spreadsheets
  • Statistics
  • Training