AI & CX Transformation Lead

Morgan McKinley

Hong Kong

On-site

HKD 900,000 - 1,200,000

Full time

39 hours ago

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Job summary

Morgan McKinley in Hong Kong is seeking a Senior Digital Transformation & AI Specialist to drive process optimization across digital channels, AI, and self-service initiatives. You will identify high-impact opportunities, lead pilots, and collaborate with IT and business partners to deliver scalable solutions.

Applicants should have 5+ years in digital transformation, strong analytical skills, and experience with AI chatbot operations, NLP, and Power BI.

Qualifications

5+ years in digital transformation, business analysis, digital product management, or customer experience transformation.
Industry background in life insurance, banking, wealth management, or financial services preferred.
Domain expertise in AI chatbot operations, NLP conversational training, conversational analytics, or customer portal management.

Responsibilities

Identify and evaluate high-impact opportunities across AI, workflow automation, digital self-service channels, and business process optimization to drive operational efficiency and customer experience.
Assess operational bottlenecks, distribution channel pain points, and customer feedback to translate findings into prioritized digital enhancement initiatives.
Proactively detect performance gaps, conversational drop-offs, and operational bottlenecks across customer-facing journeys.
Support the full Software Development Life Cycle (SDLC) for digital solutions and AI implementations across Life Operations.
Lead pilots and Proofs of Concept (POCs), evaluating business value, operational viability, and scalability prior to full-scale enterprise rollout.