Senior Customer Experience & Process Excellence Leader

PCCW Solutions; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

PCCW Solutions in Hong Kong is seeking a seasoned Customer Centricity Manager (eMPF) to drive complaint-led improvements and simplify journeys across the organization. You will lead CX governance, map end-to-end processes, and foster a culture of operational excellence with clear accountability across teams.

The role requires deep analytical skills, change management capability, and the ability to influence stakeholders to deliver measurable efficiency gains in service quality and experience.

Qualifications

• Minimum 15 years of relevant work experience with a strong track record of driving operational excellence, end-to-end process improvement, and customer experience strategies.
• Experience in Pensions, Insurance, or financial services industry is highly preferred.
• Excellent customer-centric and operational excellence mindset.
• Strong analytical skills with ability to map complex cross-departmental flows and deliver measurable improvements.
• Good plain language communication, influencing, and stakeholder management across functions; avoid jargon.
• Obsessed with data-driven insights, process analytics, and the bigger strategic picture.
• Strong storytelling and influencing skillset to embed operational excellence across the enterprise.
• Strong problem-solving, judgment, and decision-making skills; able to work under pressure.

Responsibilities

• Oversee, manage, and implement customer-centric and operational excellence initiatives to drive service efficiency and end-to-end improvements.
• Lead and manage the CX and operational governance framework to align with priorities and ensure timely execution across touchpoints and departments.
• Lead, develop, and implement programs to build a culture of operational excellence and customer centricity with training and campaigns.
• Identify complaints and performance data to drive root-cause analysis and targeted improvements in journeys and processes.
• Lead cross-departmental process mapping and journey mapping to identify pain points and opportunities for efficiency gains.
• Apply Design Thinking and structured problem-solving with stakeholders to implement practical solutions.
• Drive change management and continuous improvement through cross-functional collaboration and robust planning.
• Ensure clear accountability and scalable plans for implementation.

Skills

Customer centric

Operational excellence

Stakeholder management

Analytical skills

Design Thinking

Change management

Data-driven insights

Storytelling

Influencing

Communication

Job description

PCCW Solutions in Hong Kong is seeking a seasoned Customer Centricity Manager (eMPF) to drive complaint-led improvements and simplify journeys across the organization. You will lead CX governance, map end-to-end processes, and foster a culture of operational excellence with clear accountability across teams.

The role requires deep analytical skills, change management capability, and the ability to influence stakeholders to deliver measurable efficiency gains in service quality and experience.