Main Responsibilities
Assist the Customer Segment & Experience Team to
Manage and grow segment portfolio through product penetration and channel usage
Develop of competitive customer value proposition for each banking segment & subsegment via personas development
Strategize and formulate the effective business model for expanding all segments, including customer segmentation, channel optimization, products offering expansion and communication, etc.
Formulate effective servicing model through optimization of omni-channel strategies
Develop customer journeys and customer engagement model to drive conversion & loyalty
Work closely with frontline sales to ensure proper delivery of customer engagement model to enable excellent customer experience
Monitor customers feedback via surveys, complaints, identify areas of improvement and mobilize respective products and channels to deliver improvement actions
Enhance customer loyalty and stickiness through customer delight and communication. Proactively retain customer through effective gating process
Work with Marketing to articulate effective campaigns to drive segment product take up, loyalty and revenue growth
Manage outbound & inbound call sales team to implement marketing campaign and materialize the result by driving segment upgrade and product penetration
Requirements
Seasoned banker with breadth of experience in retail banking on top of digital developments and commercialization with strong business focus in customer value propositions and segmentation
Strong customer centricity to understand customer voice, develop customers insights informed by data analytics
Strong business acumen and agility to lead in changing market dynamics
Strategic focus with strong analytical and problem-solving skills
Strong influencing skills to engage and lead positively in inspiring manner
A forward-looking leader with innovative thinking and demonstrated ability to lead change
Proficiency in both English and Chinese Applicants who are not contacted within 8 weeks may consider their applications unsuccessful and their personal data will be retained by the bank for a period up to two years.
All information provided by applicants will be used for recruitment purposes only and will be used strictly in accordance with the bank’s personal data policies, a copy of which will be provided upon request.
