Job Responsibilities

Strategic CX Leadership

• Define Vision: Establish the overall customer experience strategy aligned with the bank's business goals.
• Culture Change: Drive a customer-centric culture
• ROI Mapping: Link CX initiatives directly to financial metrics like retention, cross-sell rates, and lifetime value.

Data, Analytics & Insights

• Voice of Customer (VoC): Manage enterprise-wide VoC programs to capture customer feedback across all touchpoints.
• Metric Ownership: Track, analyze, and report on key metrics including NPS, CSAT, and Customer Effort Scores (CES).
• Root-Cause Analysis: Identify systemic pain points in financial journeys using data analytics and behavioral insights.

Journey Mapping & Design

• End-to-End Mapping: Design comprehensive maps for critical customer journeys like loan onboarding, mortgage applications, and wealth advisory.
• Omnichannel Alignment: Ensure a seamless transition for customers moving between digital apps, website, call centers, and physical branches.
• Future-State Design: Co-create innovative service blueprints that leverage automation while maintaining human empathy where needed.

Cross-Functional Collaboration

• Product Partnerships: Work with Product Owners to embed customer feedback into the development of digital banking features.
• Operations & Compliance: Collaborate with legal, risk, and compliance teams to simplify complex regulatory language and procedures for customers.

Governance & Transformation

• Change Management: Lead transformation projects aimed at removing friction from legacy banking systems and workflows.
• Close-the-Loop: Implement robust inner and outer-loop processes to resolve individual customer complaints and fix systemic issues.
• Vendor Management: Oversee third-party CX platforms, research agencies, and consulting partners.

Job Requirements

• Bachelor's degree from a reputable university
• At least 15 years of relevant experience gained from large financial institutions or management consulting firms
• Excellent command of Cantonese and English