Senior Customer Experience & Process Improvement Leader(eMPF)

HKT; Hong Kong; On-site; HKD 900,000 - 1,800,000; Full time

Job summary

HKT in Hong Kong is seeking a Senior Customer Centricity Manager (eMPF) to lead end-to-end customer experience initiatives and operational excellence across the organization. You will act as a change agent, driving complaint-led improvements and simplifying journeys for employers and members.

Responsibilities include steering CX governance, mapping end-to-end processes, identifying pain points, and delivering measurable efficiency gains through data-driven insights and training.

Qualifications

• Minimum 15 years of relevant work experience in operations, CX or related fields.
• Experience in pensions, insurance or financial services is highly preferred.
• Strong ability to map and improve end-to-end processes and journeys.

Responsibilities

• Oversee customer-centric and operational excellence initiatives to drive service efficiency and end-to-end CX improvements.
• Lead CX and governance framework alignment with strategic priorities and compliance.
• Develop programs to embed operational excellence and customer centricity across staff and functions.
• Identify complaints, performance data, and issues to drive root-cause analysis and improvements.
• Lead cross-department process and journey mapping to uncover bottlenecks and opportunities for efficiency gains.
• Drive change management and ensure accountability and robust implementation plans.

Skills

Change management

Customer experience

Design Thinking

Stakeholder management

Data analysis

Job description

HKT in Hong Kong is seeking a Senior Customer Centricity Manager (eMPF) to lead end-to-end customer experience initiatives and operational excellence across the organization. You will act as a change agent, driving complaint-led improvements and simplifying journeys for employers and members.

Responsibilities include steering CX governance, mapping end-to-end processes, identifying pain points, and delivering measurable efficiency gains through data-driven insights and training.