Customer Segment & Experience Professional

Main Responsibilities:

· 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:

· Degree holder or above in Business Administration, Marketing or related disciplines

· 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, Cantonese & Mandarin, especially in Chinese writing

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.