Customer Experience & Operations Excellence Lead

PCCW Solutions Limited; Hong Kong; On-site; HKD 312,000 - 469,000; Full time

Job summary

PCCW Solutions Limited in Hong Kong is seeking an Operations Excellence Analyst to support customer experience initiatives and service delivery improvements. The role involves preparing management reports, conducting business analysis, and facilitating stakeholder collaboration to drive process improvements across operations.

Ideal candidates have a bachelor’s degree and 3–5 years' experience in financial services, with strong Excel/PowerPoint skills and bilingual communication in Chinese and

Qualifications

• Bachelor’s degree or equivalent qualification preferred; 3–5 years of relevant experience.
• Experience in pension, banking, insurance, financial services, or related industries.
• Strong customer service orientation with focus on journey improvement.
• Proficient Chinese and English communication.

Responsibilities

• Support the Team Lead in improving customer experience and service delivery.
• Prepare management reports, business analysis, presentations, meeting materials, and recommendations.
• Assist in mapping customer journey to identify pain points and improvements.
• Monitor feedback and metrics to identify trends and support service improvements.
• Collaborate with internal stakeholders to improve processes and service delivery.
• Support process improvement, project implementation, system enhancement, and UAT.
• Investigate issues, identify root causes, and propose solutions.
• Oversee review of manuals to keep them accurate.

Skills

Customer-focused mindset

Analytical skills

Problem solving

Communication skills

Stakeholder management

Presentation skills

Education

Bachelor’s degree

Tools

Microsoft Excel

PowerPoint

Job description

PCCW Solutions Limited in Hong Kong is seeking an Operations Excellence Analyst to support customer experience initiatives and service delivery improvements. The role involves preparing management reports, conducting business analysis, and facilitating stakeholder collaboration to drive process improvements across operations.

Ideal candidates have a bachelor’s degree and 3–5 years' experience in financial services, with strong Excel/PowerPoint skills and bilingual communication in Chinese and