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

Morgan McKinley; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Morgan McKinley in Hong Kong is seeking a Senior Digital Transformation & AI Specialist to drive process optimization across digital channels, AI, and self-service initiatives. You will identify high-impact opportunities, lead pilots, and collaborate with IT and business partners to deliver scalable solutions.

Applicants should have 5+ years in digital transformation, strong analytical skills, and experience with AI chatbot operations, NLP, and Power BI.

Qualifications

• 5+ years in digital transformation, business analysis, digital product management, or customer experience transformation.
• Industry background in life insurance, banking, wealth management, or financial services preferred.
• Domain expertise in AI chatbot operations, NLP conversational training, conversational analytics, or customer portal management.

Responsibilities

• 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.

Skills

Digital transformation

Business analysis

Customer experience

AI chatbot operations

NLP training

Agile/Scrum

Stakeholder management

Data analysis

Tools

Power BI

Job description

Key Responsibilities:

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).