Life Operations - Customer Transformation Manager (up to 60k)

Morgan Mckinley Limited; Hong Kong; On-site; HKD 54,000 - 66,000; Full time

Job summary

Morgan Mckinley Limited seeks a Life Operations - Customer Transformation Manager in Hong Kong to drive digital transformation across AI, workflow automation, and customer self-service initiatives. You will identify opportunities, analyze bottlenecks, and translate findings into prioritized digital programs.

You will lead pilots, support SDLC for digital AI solutions, and collaborate with IT, architects, and vendors to improve system intelligence while ensuring regulatory alignment.

Qualifications

• 5+ years in digital transformation, business analysis, or customer experience transformation.
• Experience in life insurance, banking, wealth management, or financial services preferred.
• Hands-on exposure to AI chatbot operations, NLP, and analytics.
• Strong data analysis and ability to report insights to leadership.
• Understanding of Agile/Scrum and digital software delivery lifecycle.
• Excellent communication to align cross-functional teams.

Responsibilities

• Identify and evaluate high-impact AI, workflow automation, and digital self-service opportunities.
• Assess bottlenecks, pain points, and translate findings into prioritized digital initiatives.
• Detect performance gaps and optimizations across customer journeys.
• Support SDLC for digital solutions and AI implementations.
• Lead pilots/POCs, evaluating value, viability, and scalability.

Skills

Digital transformation

Business analysis

Digital product management

Customer experience

Tools

Power BI

Job description

Life Operations - Customer Transformation Manager (up to 60k)

Digital Transformation & Process Optimization

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.

AI Training, Optimization & Performance Management

Drive continuous optimization of AI chatbots to boost intent accuracy, conversational containment rates, resolution efficiency, and customer satisfaction during BAU support.

Establish and monitor operational metrics against designated KPIs, service levels, and customer experience benchmarks.

Analyze user interaction history, operational data sets, and channel feedback to uncover conversation failures and enhancement areas.

Coordinate updates to knowledge bases, conversational dialogue trees, operational workflows, and backend business logic.

Partner closely with internal IT engineering, enterprise architects, AI specialists, and external vendors to remediate performance gaps and elevate system intelligence.

Business Analysis & Solution Delivery

Lead business requirements gathering, operational process analysis, impact assessments, and solution design validation.

Champion ongoing enhancements across customer and distribution/agent digital touchpoints to elevate adoption rates, self-service uptake, and usability.

Guarantee all proposed workflows adhere to internal operational risk controls and regulatory guidelines; oversee UAT planning, defect management, and business cutover readiness.

Manage project dependencies, operational risks, change requests, and business decisions throughout the project lifecycle.

Perform data-driven analysis on conversation logs, customer interaction trends, and drop-off patterns to deliver actionable insights to senior leadership.

Requirements:

Experience: 5+ years of solid experience in digital transformation, business analysis, digital product management, or customer experience transformation.

Industry Background: Direct experience in life insurance, banking, wealth management, or financial services is preferred; candidates from high-growth digital-first platforms will also be considered.

Domain Expertise: Practical, hands-on exposure to AI chatbot operations, NLP conversational training, conversational analytics, or customer portal management.

Analytical Capability: Proven track record analyzing user interaction data, customer journey funnels, and digital engagement trends; exposure to data reporting and visualization tools (e.g., Power BI) is an advantage.

Delivery Framework: Solid understanding of Agile/Scrum delivery frameworks, product backlog refinement, and the digital software delivery lifecycle.

Stakeholder Management: Exceptional communication, facilitation, and influencing skills to align cross-functional teams spanning senior operations heads, distribution leaders, and technical squads.

Languages: Excellent command of written and spoken English and Chinese (Cantonese).