The Customer and International Business Development Division (C&I) is responsible for providing quality wagering experience marketing, and CRM to local and overseas customers of the Hong Kong Jockey Club.
The ultimate aim is to provide an impressive total customer experience leading to sustainable turnover growth in a responsible manner.
The Customer Digital Experience Department is responsible for leading and managing development projects of digital wagering experience and customer service digital transformation.
Besides project management, its scope includes content requirement definition, user-interface and user experience design, as well as the look and feel based on customer insights and product requirements.
For Customer Digital Experience Development, you will
Deliver user centred digital application projects across the Club’s range of digital channels, including mobile app, website, ecommerce and cross-media platforms
Work closely with business users to gather requirements and translate into digital solution with desirable frontend UI / UX design.
Convey design thinking into visualisable plan including information architecture, wireframe and interactive prototype / mock-ups
Deliver innovative solution for the Club’s digital applications and services
Manage and liaise with IT and external vendor on requirements, specifications, timeline, costing, development, testing and related deliverables
Support the Manager on project management activities
Perform user acceptance test and support in product launch
Stay abreast of current trends and best practices in digital industry and technology options; consistently brings in new ideas to increase customer engagement
For Customer Experience Analytics, you will
Perform customer behavior analysis (on mobile app and website) to identify improvement areas and advise actionable insight from the result
Evaluate usage and business performance result as well as prepare reports and presentations for Management
Support to evaluate and setup the new app analytics solution
Facilitate and coordinate activities on data analysis with other departments
You should have :
Bachelor degree or above in Information Technology, Interaction Design, Business Information System, Computer Science or other relevant disciplines
At least 7 years of working experience, with 5 years of solid experience in mobile app projects and 3 years of relevant experience in customer behavior analysis on mobile app and website
Solid experience in customer experience analytics solution or mobile app / web analytics solutions including Glassbox, IBM Tealeaf, UXCam, Fullstory, Adobe Marketing Cloud, Google Analytics, etc. is a MUST
Have experience in A / B testing would be preferred
Effective presentation and communication skills (English and Chinese) with the ability to summarize analytic findings to both technical and non-technical audiences.
Effective project management skills with strong interpersonal skills would be essential
Strong business acumen, excellent working attitude, self-motivated and a team player
Understanding and hands-on experience on Gamification and new technology e.g. Artificial Intelligence is a plus
Terms of Employment
The level of appointment will be commensurate with qualification and experience. A contract employment will be offered to the successful candidate.
Contract renewal will be subject to mutual agreement between the Club and the individual.