Assistant Customer Digital Experience Development Manager (SP4d)
The Hong Kong Jockey Club
Hong Kong
1天前

The Department

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.

The Job

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.

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