Senior Manager/Director,Customer Experience & Intelligent Construction lead

ZA Bank Limited; Hong Kong; On-site; HKD 1,000,000 - 1,800,000; Full time

Job summary

ZA Bank Limited seeks a Senior Manager/Director to lead Customer Experience, Intelligent Construction, and AI-driven servicing. You will architect intelligent CS capabilities, design frontline tools, and evolve the end-to-end digital servicing journey across the mobile app and agents.

You will align product specs with frontline realities, drive cross-functional collaboration, and ensure operational readiness for new launches while expanding user segments in a fast-growing digital bank

Qualifications

• Experience: 8+ years of leadership in CX transformation, digital journey design, intelligent CS operations, or customer service product management within fintech, digital banking, or technology platforms.
• Interface with Product and Engineering teams to translate operational needs into clear technical requirements and oversee rollout of AI/NLP platforms, unified agent desktop architectures, and routing engines.
• Regional operating experience across cross-functional and multi-location team structures.
• Languages: Professional fluency in English, Cantonese, and Mandarin.

Responsibilities

• Lead the strategic redesign, digital transformation, and intelligent automation of customer service channels for a fast-growing digital bank.
• Bridge frontline CS operations with Product, Technology, and Business teams to architect intelligent CS capabilities, smart intent routing, frontline agent enablement tools, and integrated in-app servicing journeys.
• Define requirements for digital self-service tools, in-app inquiry tracking, and enhanced digital servicing features within the mobile banking app.
• Collaborate with Business Line Partners and Product managers across retail and wealth offerings to conduct customer experience reviews and align product specifications with frontline capabilities.
• Analyze customer interaction patterns and escalation root causes to streamline agent tools and minimize unnecessary ticket creation.
• Adapt servicing models and capabilities as bank products and user expectations evolve.

Skills

Leadership

CX Transformation

Digital Journey Design

Multi-location leadership

Tools

AI/NLP platforms

Unified agent desktop

Routing engines

Job description

Senior Manager/Director,Customer Experience & Intelligent Construction lead

Architect and optimize incoming chat and voice journeys. Implement dynamic intent recognition to prioritize inquiries based on urgency and operational complexity, ensuring high-priority cases receive immediate handling.

Drive the roadmap for conversational AI, self-service tools, and smart automation. Continuously improve intelligent resolution rates and automated workflows, transitioning beyond basic manual maintenance to modern AI servicing architectures.

Partner with Product and Technology teams to define requirements for digital self-service tools, in-app inquiry tracking, and enhanced digital servicing features within the mobile banking app.

Collaborate with Business Line Partners and Product managers across retail and wealth offerings to conduct customer experience reviews, ensure operational readiness for new launches, and align product specifications with frontline capabilities.

Analyze customer interaction patterns and escalation root causes to streamline agent tools, grant effective frontline resolution authority, and minimize unnecessary ticket creation.

Adapt servicing models and technical capabilities dynamically as bank products, customer volume, and user expectations evolve over time.

Drive the functional design and continuous evolution of the frontline Agent Workbench. Build a consolidated Customer 360 View, integrating interaction history, account status, contextual alerts, and actionable resolution tools onto a single desktop interface to empower first-line agents to resolve inquiries efficiently upfront.

About the role

Lead the strategic redesign, digital transformation, and intelligent automation of customer service channels for a fast-growing digital bank. This role bridges frontline CS operations with Product, Technology, and Business teams to architect intelligent CS capabilities, smart intent routing, frontline agent enablement tools, and integrated in-app servicing journeys. The ideal candidate will leverage digital journey design and modern AI capabilities to elevate resolution rates and customer experience across expanding user segments.

Qualifications & Requirements

Experience: 8+ years of leadership in CX transformation, digital journey design, intelligent CS operations, or customer service product management within fintech, digital banking, or technology platforms.

Technical & Product Aptitude: Strong ability to interface with Product and Engineering teams, translate operational needs into clear technical requirements, and oversee the rollout of AI/NLP conversational platforms, unified agent desktop architectures, and routing engines.

Regional Operating Experience: Proven track record of working effectively across cross-functional and multi-location team structures.

Languages: Professional fluency in English, Cantonese, and Mandarin.

Location: GBA (mainly in Foshan Operations center)

Travel Requirements: Regional travel across key bank offices as needed

ZA Bank, licensed by the HKMA in 2019, is Hong Kong's first and largest digital bank. With 800,000 users as of 30 June 2024, it leads the city's digital banking sector in customer base and deposits. ZA Bank's "Community-Driven" approach actively involves users in product development, resulting in tailored financial services for individuals, SMEs, and Web3 enterprises. The bank offers a comprehensive range of services including banking, investment, insurance, and business solutions. ZA Bank continues to innovate in Hong Kong's financial landscape. It operates as a subsidiary of ZA Global, established in 2017, to explore global fintech and insurtech opportunities.