Customer Experience Manager
Bank of East Asia Hong Kong Full-time
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About this role
Drive customer experience improvement initiatives for BEA retail banking, enhancing service quality across all touchpoints.
Responsibilities
- Design and implement customer experience improvement programs. Analyse customer feedback, NPS data and journey pain points. Collaborate with branches, digital and operations teams to resolve service issues. Develop customer service standards and training programs. Monitor customer satisfaction metrics and report to management.
Requirements
- Minimum 5 years customer experience or service quality management experience in banking. Strong understanding of customer journey mapping and design thinking. Excellent data analysis and storytelling skills. Proven track record of implementing CX improvements. Cantonese and English fluency required.
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