Senior Digital Channel Lead – Banking Customer Experience

The Bank of East Asia, Limited; Hong Kong; On-site; HKD 1,228,000 - 1,339,000; Full time

Job summary

The Bank of East Asia, Limited in Hong Kong seeks a senior leader to head digital banking strategy and deliver omnichannel experiences for personal customers. You will drive planning to delivery of digital and self-service capabilities, guided by customer needs and data insights.

You will manage a team, oversee end-to-end customer journeys, optimize sales funnels, and collaborate with stakeholders to meet business objectives while ensuring regulatory and risk considerations in retail and digital

Qualifications

• University graduate, preferably with a major in business related discipline.
• Over 15 years of experience with at least 5 years in a managerial role in banking.
• Proven track record of developing digital products and channel strategy.
• Strong data analysis skills with the ability to make sound business decisions.
• Excellent interpersonal and communication skills in English and Chinese.

Responsibilities

• Assist the Department Head to drive the personal banking’s digital and self-service channels strategy from planning to delivery.
• Understand customer needs, digital trends, and best practice to deliver customer centric digital capabilities.
• Deliver best-in-class end-to-end customer journeys and experience design for digital and self-service channels services.
• Review digital business dashboard, optimize digital customer journeys and sales funnel conversions backed by data insights.
• Oversee campaign management platforms and enhance personalized experience to drive customer engagement.
• Lead and develop team’s performance in achieving business objectives, fostering highly engaged and efficient team dynamics.

Skills

Digital strategy

Team leadership

Data analysis

Customer journey design

Project management

Communication (EN/CN)

Education

Bachelor's degree

Job description

The Bank of East Asia, Limited in Hong Kong seeks a senior leader to head digital banking strategy and deliver omnichannel experiences for personal customers. You will drive planning to delivery of digital and self-service capabilities, guided by customer needs and data insights.

You will manage a team, oversee end-to-end customer journeys, optimize sales funnels, and collaborate with stakeholders to meet business objectives while ensuring regulatory and risk considerations in retail and digital