PricewaterhouseCoopers (PWC)

Manager - Experience Center (Customer & Digital) - Advisory - HK

PricewaterhouseCoopers (PWC)
Full Time
Intermediate (3-6 years)

Job Description

Manager - Experience Center (Customer & Digital) - Advisory - HK

Location: Hong Kong

Looking for a candidate who is passionate in helping transform businesses to become more customer-centric, especially in a digital era. Candidate should have a strong passion for following new digital trends and technologies, has the ability to think outside the box around how these technologies can deliver a superior customer experience, and have hands-on experience with marketing / sales / service technologies, e.g. cross-channel campaign systems, CRM, cloud-based enterprise applications etc (Not necessarily all, but exposure to some will be extremely beneficial). Capabilities we're looking for include:
  • Lead customer experience strategy and design of customer solutions leveraging customer analytics/insights on experience pain-points
  • Experience in transforming marketing, sales, or service interactions across a multi-channel environment (digital, retail, sales and service staff, agent etc)
  • Translate organisation customer vision into specific value propositions for different segments
  • Experience in taking an "outside-in" approach to understanding customers via a variety of Customer Experience Management technology solutions and market research approach; use actionable customer insights to drive changes in the business
  • Experience with NPS or other forms of customer measures, and understanding of challenges / benefits in tracking and improving these metrics
  • Developed benefits / business case associated with transformation initiatives for customer insights & analytics to drive customer initiatives
  • Strong appreciation of defining business scenarios for analytics team to identify acquisition, upsell, cross-sell, or retention opportunities
  • Experience in designing end-to-end customer journeys, particularly with the addition of how mobility is used in modern day experiences across a multi-channel business model
  • Experience with marketing and sales systems (e.g. CRMs, cross-channel campaign systems, leads management systems, digital marketing etc)
  • Ability to lead workshops with business stakeholders to solve challenging business problems
  • Strong ability to lead and drive solution development on client projects (will lead senior consultants / consultants on projects)
  • Focus industries: FS (Banking, Insurance)

Technical Skills

  • Customer Service
  • Market Research
  • Marketing
  • Sales
  • Translation