Senior Customer Experience & Process Improvement Lead

PCCW Solutions; Hong Kong; On-site; HKD 320,000 - 460,000; Full time

Job summary

PCCW Solutions in Hong Kong seeks a seasoned professional to support customer experience improvements and service delivery enhancements. The role collaborates with internal stakeholders to drive customer-focused outcomes and strengthens reporting and analysis to guide decisions.

You will map journeys, monitor service metrics, prepare management materials, and assist in process improvement projects, system enhancements, and UAT to deliver operational excellence.

Qualifications

• Bachelor's degree or equivalent qualification preferred with 3–5 years of relevant experience in pension, banking, insurance, financial services, or related industries.
• Experience in MPF and retirement schemes, operations, customer service or service delivery is an advantage.
• Frontline customer service or relationship management experience is a strong plus.

Responsibilities

• Support the Team Lead, Operations Excellence in improving customer experience, reducing complaints and inbound calls, and enhancing service delivery.
• Prepare management reports, business analysis, presentations, meeting materials, and recommendations for decision-making.
• Assist in customer journey mapping to identify pain points and improvement opportunities.
• Monitor customer feedback, service performance, and operational metrics to identify trends and support service improvements.
• Work with internal stakeholders and business partners to improve processes, service delivery, and customer outcomes.
• Support process improvement, project implementation, system enhancement, and user acceptance testing (UAT).
• Investigate customer and operational issues, identify root causes, and recommend practical solutions.
• Oversee the review and update of operational manuals and related procedures to ensure they remain accurate and aligned with business needs.

Skills

Customer-focused mindset

Analytical thinking

Problem-solving

Stakeholder management

Communication

Presentation

Education

Bachelor's degree or equivalent qualification

Tools

Microsoft Excel

PowerPoint

Job description

PCCW Solutions in Hong Kong seeks a seasoned professional to support customer experience improvements and service delivery enhancements. The role collaborates with internal stakeholders to drive customer-focused outcomes and strengthens reporting and analysis to guide decisions.

You will map journeys, monitor service metrics, prepare management materials, and assist in process improvement projects, system enhancements, and UAT to deliver operational excellence.