Senior Manager, CX Transformation & Strategy

HTK; Hong Kong; On-site; HKD 1,200,000 - 1,800,000; Full time

Job summary

HTK in Hong Kong seeks a Manager/Senior Manager to lead Customer Experience Transformation and Strategic Initiatives. Location: Hong Kong. The role demands 15+ years in pensions or insurance with a strong customer-centric focus and proven change management execution.

You will map journeys, drive governance, and implement programs to simplify communications and processes while ensuring consistent, accessible service across all touchpoints.

Qualifications

• Minimum 15 years of experience in customer experience, preferably in pensions or insurance.
• Strong change management and governance capabilities across large organisations.
• Experience translating customer insights into strategic initiatives and action plans.

Responsibilities

• Oversee and implement Customer Centricity to improve overall customer experience.
• Lead CX governance to align with priorities, standards, and accountability.
• Develop and drive a culture program to embed customer focus across staff and channels.
• Identify pain points and drive service journey improvements through data-driven insights.
• Map journeys across processes and channels; apply design thinking to create solutions.
• Collaborate with stakeholders to enable rapid cross-functional execution of changes.

Skills

Customer Experience Strategy

Change Management

Design Thinking

Stakeholder Management

Communication Skills

Plain Language Writing

Data-Driven Insights

Analytical Thinking

Job description

HTK in Hong Kong seeks a Manager/Senior Manager to lead Customer Experience Transformation and Strategic Initiatives. Location: Hong Kong. The role demands 15+ years in pensions or insurance with a strong customer-centric focus and proven change management execution.

You will map journeys, drive governance, and implement programs to simplify communications and processes while ensuring consistent, accessible service across all touchpoints.