FVP/VP, Customer Segment & Experience
China Construction Bank
Hong Kong
5d ago

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.

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