Manager, Customer Experience Transformation and Strategic Initiatives

HTK; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

HTK in Hong Kong seeks a Manager/Senior Manager to lead Customer Experience Transformation and Strategic Initiatives. Location: Hong Kong. The role demands 15+ years in pensions or insurance with a strong customer-centric focus and proven change management execution.

You will map journeys, drive governance, and implement programs to simplify communications and processes while ensuring consistent, accessible service across all touchpoints.

Qualifications

• Minimum 15 years of experience in customer experience, preferably in pensions or insurance.
• Strong change management and governance capabilities across large organisations.
• Experience translating customer insights into strategic initiatives and action plans.

Responsibilities

• Oversee and implement Customer Centricity to improve overall customer experience.
• Lead CX governance to align with priorities, standards, and accountability.
• Develop and drive a culture program to embed customer focus across staff and channels.
• Identify pain points and drive service journey improvements through data-driven insights.
• Map journeys across processes and channels; apply design thinking to create solutions.
• Collaborate with stakeholders to enable rapid cross-functional execution of changes.

Skills

Customer Experience Strategy

Change Management

Design Thinking

Stakeholder Management

Communication Skills

Plain Language Writing

Data-Driven Insights

Analytical Thinking

Job description

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Manager, Customer Experience Transformation and Strategic Initiatives

Job Description - Confidential

Job title: Manager / Senior Manager, Customer Experience Transformation and Strategic Initiatives

Team: Customer Experience Transformation and Strategic Initiatives

Location: Hong Kong

Department: Customer Relations & Operations Excellence

Act as a change management agent to drive complaint-led improvement and preventive measures. To simplify all journey enhancement, communication clarity, process simplification to ensure offering simply, reliable, consistency, accessible service channels to our eMPF employers and members.

What will you do?

• Oversee, manage, and implement the Customer Centricity to drive overall customer experience
• Lead and manage the CX governance framework to ensure alignment with strategic priorities, compliance with standards, clear accountability, and timely execution of customer experience initiatives across all touchpoints.
• Lead, develop, and implement the customer centric culture program to ensure all staff are aware of their role and impact they can make for customer experience through communication, campaigns, recognition, and training.
• Identify complaints to drive improvement to enhance service journey enhancement, communication clarify, form simplification etc.
• Journey Mapping: map processes (operational, digital, etc) and customer journeys to address members pain points. Apply Design Thinking solution and approach to create solutions with stakeholders.
• Change Management: Collaborate with all stakeholders that allow for rapid cross- functional collaboration and execution. Ensure there is alignment with senior stakeholders. Identify when a change management plan needs to be developed and implemented. Ensure there is line of accountability and planning for implementation.
• Minimum 15 years work experience and strong track record of driving customer experience strategies in Pensions or Insurance industry experience a plus. Knowledgeable in Human Centre Design (HCD).
• Excellence Customer centric mindset. Good in marketing and plain language writing skills and communication skills, avoid jargons/technical terms.
• Data-driven and analytical, with the ability to translate customer insights into compelling strategic narratives and influence change across the organisation.
• Problem solving, analytical, judgment, and decision-making skills. Able to work under pressure and face pace environment.
• Demonstrated judgement based on data analysis and insights to identify trends, tell compelling stories, and drive decision making
• Capacity to think strategically, plan, and implement tactical execution against business challenges