Manager, Customer Experience (CX) & Journey Design

Morgan Mckinley Limited; Hong Kong; On-site; HKD 1,000,000 - 1,400,000; Full time

Job summary

Morgan Mckinley Limited in Hong Kong is seeking a Manager, Customer Experience & Journey Design to bridge data-driven insights with actionable journey improvements. You will partner with digital, operations, and business teams to elevate end-to-end customer experience and lead human-centered design initiatives.

You will own CX workstreams, map journeys, synthesize feedback using Qualtrics and Power BI, and guide stakeholders through change management.

Qualifications

• Bachelor's degree in Business, Marketing, Operations, IT, Social Sciences, or a related discipline.
• Minimum 5 years of hands-on experience in customer experience, service design, transformation, or consulting. Experience within Financial Services or Insurance is highly preferred.
• Proven proficiency with survey/VoC platforms (e.g., Qualtrics), dashboard tools (e.g., Power BI), and advanced Excel. Familiarity with Generative AI tools for data synthesis and communication is a strong plus.
• Deep command of CX methodologies, specifically journey mapping, service blueprinting, and structured problem-solving.
• Strong written and verbal communication skills in English and Chinese.

Responsibilities

• Journey Redesign & Experience Design: Champion human-centered design practices. Execute end-to-end journey mapping and service blueprinting to define and implement future-state customer experiences.
• Insights, Analytics & AI Integration: Conduct deep-dive CX diagnostics using NPS, customer feedback, and journey analytics to pinpoint friction areas. Leverage AI-assisted tools to analyze feedback themes and accelerate insight generation.
• CX Strategy & Execution: Own and drive specific CX workstreams, translating strategic priorities into actionable, measurable initiatives that directly improve NPS and customer satisfaction.
• Stakeholder Engagement & Change Management: Act as a central bridge across functions. Align teams on execution dependencies, manage implementation plans, and lead CX-focused campaigns for employees, agencies, and customers.
• CX Operations & Governance: Manage day-to-day CX platforms, dashboard reporting, and vendor coordination. Prepare concise progress, budget, and risk reports for CX leadership.

Skills

Bilingual English/Chinese

Stakeholder mgmt

Cross-functional

CX strategy

Education

Bachelor's degree in Business/Marketing/IT/related

Tools

Qualtrics

Power BI

Excel

Job description

Manager, Customer Experience (CX) & Journey Design

Job Title: Manager, Customer Experience & Journey Design

Location: Hong Kong

The Opportunity Our client, a leading organization in the Insurance sector, is accelerating its customer-centric transformation. We are partnering with them to find a passionate Manager, Customer Experience & Journey Design. In this highly visible role, you will bridge the gap between data-driven customer insights and real-world journey improvements, partnering with digital, operations, and business teams to elevate the end-to-end customer experience.

Key Responsibilities

Journey Redesign & Experience Design: Champion human-centered design practices. Execute end-to-end journey mapping and service blueprinting to define and implement future-state customer experiences.

Insights, Analytics & AI Integration: Conduct deep-dive CX diagnostics using NPS, customer feedback, and journey analytics to pinpoint friction areas. Leverage AI-assisted tools to analyze feedback themes and accelerate insight generation.

CX Strategy & Execution: Own and drive specific CX workstreams, translating strategic priorities into actionable, measurable initiatives that directly improve NPS and customer satisfaction.

Stakeholder Engagement & Change Management: Act as a central bridge across functions. Align teams on execution dependencies, manage implementation plans, and lead CX-focused campaigns for employees, agencies, and customers.

CX Operations & Governance: Manage day-to-day CX platforms, dashboard reporting, and vendor coordination. Prepare concise progress, budget, and risk reports for CX leadership.

Who We Are Looking For

Education:

Bachelor's degree in Business, Marketing, Operations, IT, Social Sciences, or a related discipline.

Experience:

Experience: Minimum 5 years of hands-on experience in customer experience, service design, transformation, or consulting. Experience within Financial Services or Insurance is highly preferred.

Technical Toolkit:

Proven proficiency with survey/VoC platforms (e.g., Qualtrics), dashboard tools (e.g., Power BI), and advanced Excel. Familiarity with utilizing Generative AI tools for data synthesis and communication is a strong plus.

Core CX Skills:

Deep command of CX methodologies, specifically journey mapping, service blueprinting, and structured problem-solving.

Soft Skills:

A highly accountable, collaborative, and customer-centric mindset. Exceptional ability to influence cross-functional stakeholders and drive projects to timely completion.

Language:

Strong written and verbal communication skills in both English and Chinese.