• Competitive
  • Hong Kong
  • Permanent, Full time
  • Citi
  • 2018-05-22

GCB - HK - AVP, Client Experience Journey

GCB - HK - AVP, Client Experience Journey

  • Primary Location: Hong Kong SAR of PRC,Hong Kong,Hong Kong
  • Education: Bachelor's Degree
  • Job Function: Marketing
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18016499


Description

  • 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


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 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
Hong Kong Hong Kong Hong Kong HK