Lead, Customer Experience & Operational Excellence

PCCW Solutions; Hong Kong; On-site; HKD 600,000 - 800,000; Full time

Job summary

PCCW Solutions is seeking a high-calibre professional to act as a change agent and support the development and execution of Customer Relations and Operational Excellence strategies across the end-to-end customer journey.

You will identify issues, validate root causes, and deliver sustainable improvements that enhance customer experience, operational effectiveness, and service excellence. This role requires strong stakeholder collaboration and proven leadership in cross-functional initiatives.

Qualifications

• University degree in Business Administration, or a related discipline.
• Minimum 8 years of experience in customer relations or operational excellence.
• Experience in MPF administration and services industry is highly preferred. Knowledge of contact centre operations and management will be an advantage.
• Strong analytical and problem-solving skills with demonstrated experience in conducting root cause analysis and translating insights into improvements.
• Experience in leading cross-functional initiatives involving multiple stakeholders with the ability to influence without direct authority.
• Excellent communication, presentation, facilitation, and stakeholder management skills with the ability to engage stakeholders at different organizational levels.
• Other ad hoc assignments as assigned by Supervisor

Responsibilities

• Lead end-to-end reviews of enquiry journeys by collaborating with various key stakeholders to identify pain points, service gaps, and opportunities for improvement.
• Conduct structured root cause analysis for customer feedback, escalations, operational incidents, and customer feedback. Validate findings across different functions to identify the underlying causes rather than isolated operational symptoms.
• Identify recurring issues and enquiry trends, and work with stakeholders to implement resolution and drive the process improvements that enhance customer experience and reduce repeated complaints or feedback.
• Promote a culture of continuous improvement by applying structured problem-solving methodologies, including Design Thinking, to improve service quality and operational effectiveness.
• Review customer communications, operational procedures, and service processes to improve clarity, consistency, and customer understanding.

Job description

PCCW Solutions is seeking a high-calibre professional to act as a change agent and support the development and execution of Customer Relations and Operational Excellence strategies across the end-to-end customer journey.

You will identify issues, validate root causes, and deliver sustainable improvements that enhance customer experience, operational effectiveness, and service excellence. This role requires strong stakeholder collaboration and proven leadership in cross-functional initiatives.