Senior Specialist, Customer Communications & Engagement

AXA; Hong Kong; On-site; HKD 360,000 - 480,000; Full time

Job summary

AXA Hong Kong and Macau is seeking a proactive Communications Specialist to create, edit and deliver engaging customer communications. You will manage the proactive communications calendar to maximise customer engagement and experience.

You will support cross-selling and loyalty initiatives, coordinate customer engagement events, and review materials for clarity and personalization. Collaboration across teams and hands-on use of AI tools will be required to enhance the customer journey.

Qualifications

• 3-5 years of relevant working experience.
• University graduate in Language, Business, Marketing or related subjects.
• Excellent writing and speaking skills in both English and Chinese.
• Prior working experience in Customer Experience, Marketing, Communication, Experience Design, Service Design, Operational Excellence in financial services or consulting firms.
• Previous exposure to / knowledge of insurance industry will be an asset.

Responsibilities

• Create, design, edit and deliver proactive communications.
• Manage proactive communication calendar to maximise on customer engagement and experience.
• Support and coordinate proactive communication to drive cross-selling and customer loyalty.
• Support and coordinate customer engagement events and initiatives, including planning, execution, and post-event analysis to foster stronger customer relationships.
• Support and coordinate culture change initiatives to improve the overall customer experience and customer-first mindset.
• Review customer communications materials developed by other business units from language, format and structures perspective to ensure they are easy to understand, simple, clear and personalised.
• Coordinate with other teams for any ad hoc projects / tasks.

Job description

AXA Hong Kong and Macau is seeking a proactive Communications Specialist to create, edit and deliver engaging customer communications. You will manage the proactive communications calendar to maximise customer engagement and experience.

You will support cross-selling and loyalty initiatives, coordinate customer engagement events, and review materials for clarity and personalization. Collaboration across teams and hands-on use of AI tools will be required to enhance the customer journey.