Learning & Customer Experience Leader

AS Watson Retail (HK) Limited; Sha Tin; On-site; HKD 400,000 - 900,000; Full time

Benefits offered by this job

MTR nearby

Lunch shuttle

Medical & family coverage

Office gym

Onsite clinic & lactation room

Job summary

AS Watson Group is seeking a proactive learning & development leader to elevate customer experience and frontline capability across its retail brands. You will design learning journeys, partner with Operations, Commercial and People teams, and champion AI-enabled learning innovations to boost frontline performance.

With a data-driven approach, you will measure effectiveness, govern programs, and drive scalable capability-building across O+O channels, strengthening the link between physical and

Qualifications

• Experience in learning & development for retail or customer-focused organisations.
• Proven ability to design learning journeys, capability frameworks and training programs.
• Strong stakeholder management, facilitation and project leadership skills.

Responsibilities

• Lead customer experience, service excellence, and sales capability initiatives that drive frontline performance.
• Design learning journeys through workshops, coaching, digital learning, and capability frameworks.
• Partner with Operations, Commercial and People teams to identify capability needs and deliver targeted solutions.
• Champion learning innovation through AI-enabled tools, digital platforms, and scalable technologies.
• Apply a data-driven approach to measure learning effectiveness and improve outcomes.
• Support development of capabilities that strengthen O+O customer experience across retail channels.
• Foster collaboration across functions and business units.
• Ensure quality standards and governance across learning programs.

Skills

Learning & Development

Retail Training

Capability-building

Stakeholder management

Tools

Microsoft 365

Digital learning tools

Job description

AS Watson Group is seeking a proactive learning & development leader to elevate customer experience and frontline capability across its retail brands. You will design learning journeys, partner with Operations, Commercial and People teams, and champion AI-enabled learning innovations to boost frontline performance.

With a data-driven approach, you will measure effectiveness, govern programs, and drive scalable capability-building across O+O channels, strengthening the link between physical and