Senior Customer Experience & Growth Lead

AXA Hong Kong and Macau; Hong Kong; On-site; HKD 600,000 - 800,000; Full time

Job summary

AXA Hong Kong and Macau is seeking a Customer Experience professional to lead end-to-end customer initiatives, craft compelling communications, and organize engaging events that enhance loyalty.

The ideal candidate has 5 years of related experience, excellent English and Chinese writing and speaking skills, and a track record in cross-functional collaboration within financial services or consulting.

Qualifications

• 5 years of relevant working experience.
• Excellent writing and oral skills in English and Chinese.
• University graduate in Language, Business, Marketing or related subjects.
• Experience in Customer Experience, Marketing, Communication, Experience Design, Service Design or Operational Excellence in financial services or consulting.
• Previous exposure to / knowledge of insurance industry will be an asset.
• Strong interpersonal and people management skills with cross-team collaboration.
• Strong analytical mind with focus on attention to detail; data analytics tools a plus.
• Proven ability to create clear, engaging, and professional presentations.
• Hands-on experience in using AI tools and applications.

Responsibilities

• Lead full lifecycle of customer initiatives from planning to fulfillment.
• Design and deliver communication materials to strengthen loyalty and drive cross-selling.
• Plan and provide onsite support for customer engagement events.
• Develop and oversee strategic customer retention initiatives.
• Collaborate with marketing, sales, product and other departments on engagement initiatives.

Skills

Bilingual English/Chinese

People management

Analytical mindset

AI tools

Education

University degree in Language/Business/Marketing or related

Job description

AXA Hong Kong and Macau is seeking a Customer Experience professional to lead end-to-end customer initiatives, craft compelling communications, and organize engaging events that enhance loyalty.

The ideal candidate has 5 years of related experience, excellent English and Chinese writing and speaking skills, and a track record in cross-functional collaboration within financial services or consulting.