Strategic CX & Journey Design Manager

Morgan Mckinley Limited

Hong Kong

On-site

HKD 1,000,000 - 1,400,000

Full time

3 days ago

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Job summary

Morgan Mckinley Limited in Hong Kong is seeking a Manager, Customer Experience & Journey Design to bridge data-driven insights with actionable journey improvements. You will partner with digital, operations, and business teams to elevate end-to-end customer experience and lead human-centered design initiatives.

You will own CX workstreams, map journeys, synthesize feedback using Qualtrics and Power BI, and guide stakeholders through change management.

Qualifications

Bachelor's degree in Business, Marketing, Operations, IT, Social Sciences, or a related discipline.
Minimum 5 years of hands-on experience in customer experience, service design, transformation, or consulting. Experience within Financial Services or Insurance is highly preferred.
Proven proficiency with survey/VoC platforms (e.g., Qualtrics), dashboard tools (e.g., Power BI), and advanced Excel. Familiarity with Generative AI tools for data synthesis and communication is a strong plus.
Deep command of CX methodologies, specifically journey mapping, service blueprinting, and structured problem-solving.
Strong written and verbal communication skills in English and Chinese.

Responsibilities

Journey Redesign & Experience Design: Champion human-centered design practices. Execute end-to-end journey mapping and service blueprinting to define and implement future-state customer experiences.
Insights, Analytics & AI Integration: Conduct deep-dive CX diagnostics using NPS, customer feedback, and journey analytics to pinpoint friction areas. Leverage AI-assisted tools to analyze feedback themes and accelerate insight generation.
CX Strategy & Execution: Own and drive specific CX workstreams, translating strategic priorities into actionable, measurable initiatives that directly improve NPS and customer satisfaction.
Stakeholder Engagement & Change Management: Act as a central bridge across functions. Align teams on execution dependencies, manage implementation plans, and lead CX-focused campaigns for employees, agencies, and customers.
CX Operations & Governance: Manage day-to-day CX platforms, dashboard reporting, and vendor coordination. Prepare concise progress, budget, and risk reports for CX leadership.