Senior Manager, Customer Experience and Service Management
AIA Careers
Hong Kong, HK
2天前
source : SuccessFactors

Position Objectives

Plan the organization-wide cultural change journey and customer insights initiatives. Execute strategic planning of multiple projects and partner with business units to uplift customer experience.

Provide guidance and coaching to team on task accomplishment.

Roles and Responsibilities

  • Develop and implement strategies in improving customer centricity and satisfaction. Lead and influence cross company collaboration to ensure a holistic experience across disciplines.
  • Conduct studies and research to discover new processes / techniques necessary for improving customer experience and operational efficiency.
  • Create and implement change management strategies and plans that maximize employee adoption and minimize resistance.
  • Define change goals and deliverables that support business goals in collaboration with multi distribution channels and operations, and drive the cultural change at employee level.
  • Oversee company service performance and efficiency. Define, implement and review standards / procedures for ensuring optimal and consistent excellent customer experience.
  • Enhance employee competencies, engagement and performance levels towards realization of the company’s mission.
  • Job Requirements

  • Bachelor’s degree, MBA preferred.
  • Minimum 10 years of experience in customer experience / research with specific emphasis on experience management and improvement.
  • A creative thinker with an intellectual horsepower to lead even when the situation is not well defined.
  • Proven track record of effectively dealing with executive management
  • Strong organization, managerial, strategic analysis and interpersonal skills
  • Highly organized, methodical and strong follow through on projects
  • Strong ability to motivate others, with excellent negotiation skills
  • Passionate about digitalization, innovation and transformation.
  • Problem solving and root cause identification skills.
  • We offer an attractive remuneration package to the successful candidate. Please submit your application by clicking Apply Now for our processing.

    All personal information provided by applicant will be treated in strict confidence and used solely for recruitment purposes.

    The personal information will be used strictly in accordance with AIA’s personal data policies, a copy of which will be provided upon request.

    It is possible that information about the applicant or the applicant’s application will be shared with AIA and its related companies.

    AIA will retain all applications for a period of up to 24 months after which the documents will be destroyed.

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