Director, CX Insights & Strategy
Sun Life
Tsim Sha Tsui, Kowloon

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self.

You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights.

Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description :

Job Responsibilities :

The Anthropologist : Drive the discovery of insights / human truths on our clients, advisors & other actors as appropriate to inform & inspire our client segmentation approach, experience strategy and designs that delivers on Client For Life.

The Choreographer : Develop blueprint and concept of solutions and services that address pain points and opportunities for elevating Sun Life’s client experience as part of a connected platform and ecosystem.

This would involve working closely with and influencing different business lines, distribution and technology for ensuring alignment and synchronization across the different parts.

The Surveyor :

  • Frame and manage the client experience metrics at Sun Life working with Regional and Corporate (e.g. Client Experience Monitor) to enable Sun Life to continuously measure & evaluate our CX performance and impact on clients and business.
  • Implement, track and analyze other supporting metrics as appropriate to help us measure and evaluate how we perform in terms of user adoption, satisfaction, usability and other indicators of our target client and business outcomes..
  • Report and socialize our KPIs and the narrative to facilitate understanding of our CX performance with senior stakeholders and across the company.
  • The Coach & Advocate - Establish, socialize & activate a consistent and repeatable process for continuous insights discovery and analysis (working with data analytics team) as part of human-centered design approach to drive a new organizational orientation and habit across the value chain.

    Job Requirement :

  • At least 10 years in the user experience research / design field with 4 to 5+ years’ experience working in and leading user research and customer experience strategy in medium to large organizations, ideally with experience in financial services.
  • Deep knowledge and experience a design thinking practitioner with solid knowhow / hands-on experience of UX processes, and proven customer-centered design methodologies.
  • Service Design knowledge and exposure, ideally with hands-on experience
  • Experience with shaping a client centric digital transformation mandate through to articulating the strategy and managing the priorities through to execution.
  • Ability to successfully manage and deliver on multiple projects / initiatives with tight timelines in a fast-paced environment.
  • University or advance degree in relevant domain such as psychology, user experience, business, marketing, communications, human-computer interaction.
  • Business minded and oriented
  • Excellent communication skills - written and verbal
  • Strong interpersonal skills and ability to develop relationships to influence change
  • Creative problem solving skills with excellent analytical abilities and desire to innovate
  • We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate.

    We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process.

    All information will be held in strict confidence and only be used for recruitment purpose).

    Job Category : Marketing



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