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Senior Customer Segment Manager / Customer Segment Manager (Customer Journey)
Bank Of China (Hong Kong) Limited
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Senior Customer Segment Manager / Customer Segment Manager (Customer Journey)

Bank Of China (Hong Kong) Limited

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Details
Posted:
February 4, 2020
Location:
Salary:
Open
Type:
Full Time
Responsibilities:
  • Build different customer journeys to improve customer satisfaction with the banking services (Customer Journey)
  • Re-examine the products, customer service, processes, promotion, sales contacts, after-sales service, etc.
  • Evolve from individual product sales to a full range of service solution providers, enhancing the relationship between our customers and the Bank's major banks
  • Establish the standardized guidelines or improvement programs to enhance customer experience at different levels, and prioritize processing according to the urgency of the problem
  • Promote, implement, track and monitor the customer experience improvement solutions
  • Design and implement online and offline customer communication content, intonation, channels, frequency and service commitment to enhance customer experience and professional image
  • Review and optimize customer information, service fee waiver and processing mechanisms existing in different internal channels and codes of practice to unify customer experience
  • Engage in the design and implementation of the strategic planning project to ensure that the project is built and executed on a customer-centric basis
  • Establish a customer voice/opinion and customer review database
Requirements:
  • Degree or above with major in Business Administration, Finance, Economics, Statistics, or related disciplines
  • More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer segment management
  • Familiar with financial products and operations / service enhancement, and with the drive to strive for continuous improvement
  • Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple projects.
  • Excellent communication, analytical, organizing and management skills with creative mind
  • Great Chinese and English writing skills
  • Proficient in both spoken English and Chinese (Cantonese and Mandarin)
  • Less experienced candidate will be considered as Manager role

Internal Number: 6241178
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