Customer Segment & Experience Professional

China Construction Bank (Asia) Corporation Limited; Hong Kong; On-site; HKD 700,000 - 1,100,000; Full time

Job summary

China Construction Bank (Asia) Corporation Limited in Hong Kong seeks a Customer Segment & Experience Professional to grow segment portfolios, craft value propositions, and lead omni-channel engagement initiatives. The role emphasizes data-informed insights, strong customer focus, and cross-functional collaboration with sales and marketing.

Ideal candidates will have a business or marketing degree, experience in retail banking with digital initiatives, and fluency in English, Cantonese, and

Qualifications

• Degree required in business/marketing or related fields.
• Strong customer-centricity and understanding of customer voice.
• Experience in retail banking and digital developments is preferred.

Responsibilities

• Grow segment portfolio through product penetration and channel usage.
• Develop value propositions for segments via personas.
• Strategize business models for expanding segments and channels.
• Optimize omni-channel servicing models.
• Develop customer journeys and engagement to drive conversion and loyalty.
• Collaborate with frontline sales to deliver engagement model.
• Monitor feedback, identify improvements and mobilize actions.
• Enhance loyalty and retention via gated processes.
• Collaborate with Marketing to drive campaigns and revenue growth.
• Manage outbound and inbound call sales to support campaigns.

Skills

Customer insights

Data analytics

Analytical skills

Influencing skills

Change leadership

English

Cantonese

Mandarin

Education

Bachelor's degree in Business Administration, Marketing or related disciplines

Job description

Customer Segment & Experience Professional

• Manage and grow segment portfolio through product penetration and channel usage
• Develop of competitive customer value proposition for each banking segment & subsegment via personas development
• Strategize and formulate the effective business model for expanding all segments, including customer segmentation, channel optimization, products offering expansion and communication, etc.
• Formulate effective servicing model through optimization of omni-channel strategies
• Develop customer journeys and customer engagement model to drive conversion & loyalty
• Work closely with frontline sales to ensure proper delivery of customer engagement model to enable excellent customer experience
• Monitor customers feedback via surveys, complaints, identify areas of improvement and mobilize respective products and channels to deliver improvement actions
• Enhance customer loyalty and stickiness through customer delight and communication. Proactively retain customer through effective gating process
• Work with Marketing to articulate effective campaigns to drive segment product take up, loyalty and revenue growth
• Manage outbound & inbound call sales team to implement marketing campaign and materialize the result by driving segment upgrade and product penetration

Requirements

• Degree holder or above in Business Administration, Marketing or related disciplines
• Seasoned banker with breadth of experience in retail banking on top of digital developments and commercialization with strong business focus in customer value propositions and segmentation
• Strong customer centricity to understand customer voice, develop customers insights informed by data analytics
• Strong business acumen and agility to lead in changing market dynamics
• Strategic focus with strong analytical and problem-solving skills
• Strong influencing skills to engage and lead positively in inspiring manner
• A forward-looking leader with innovative thinking and demonstrated ability to lead change
• Proficiency in both English, Cantonese & Mandarin, especially in Chinese writing

Applicants who are not contacted within 8 weeks may consider their applications unsuccessful and their personal data will be retained by the bank for a period up to two years.

All information provided by applicants will be used for recruitment purposes only and will be used strictly in accordance with the bank’s personal data policies, a copy of which will be provided upon request.

China Construction Bank (Asia) Corporation Limited (“CCB (Asia)”) is the comprehensive and integrated commercial banking platform of China Construction Bank Corporation (“CCB”) in Hong Hong. Currently, CCB (Asia) has 38 service outlets in Hong Hong and offers a wide array of banking products and services to customers, including personal banking services, commercial banking services, corporate banking services, private banking services, treasury business and cross-border financial services, etc.

We’re inviting high caliber professionals to share our vision and mark our success together.

China Construction Bank (Asia) Corporation Limited (“CCB (Asia)”) is the comprehensive and integrated commercial banking platform of China Construction Bank Corporation (“CCB”) in Hong Hong. Currently, CCB (Asia) has 38 service outlets in Hong Hong and offers a wide array of banking products and services to customers, including personal banking services, commercial banking services, corporate banking services, private banking services, treasury business and cross-border financial services, etc.

We’re inviting high caliber professionals to share our vision and mark our success together.

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