Manager, Customer Experience (12 months contract)

Job Purpose

Drive customer-centric transformation initiatives by leveraging customer insights, experience design, and cross-functional collaboration to improve end-to-end customer journeys. Support the development and execution of customer experience strategies that enhance customer satisfaction, operational efficiency, and business outcomes.

Key Responsibilities

1. Customer Experience Strategy & Transformation

• Support the development and execution of customer experience strategies aligned with business objectives and customer needs.
• Apply customer insights, market trends, and operational considerations to identify improvement opportunities.
• Collaborate with senior CX leaders to translate strategic priorities into actionable initiatives and measurable outcomes.
• Contribute to customer-centric transformation programs that drive sustainable experience improvements.

2. Customer Insights, Research & Analytics

• Conduct customer experience assessments using customer feedback, NPS results, journey analytics, and operational data.
• Analyze quantitative and qualitative data to uncover pain points, root causes, and opportunities for enhancement.
• Convert research findings into actionable recommendations and business insights.
• Utilize analytics tools, dashboards, and AI-enabled solutions to consolidate customer feedback, identify trends, and support decision-making.
• Monitor CX performance metrics and provide regular reporting on customer sentiment and experience outcomes.

3. Experience Design & Journey Optimization

• Lead and facilitate customer journey mapping, service blueprinting, and experience redesign workshops.
• Apply human-centered design principles to improve customer interactions across key touchpoints.
• Partner with business, operations, technology, and digital teams to design future-state customer journeys.
• Define experience requirements and support implementation of customer journey enhancements.
• Ensure customer needs are embedded throughout the design and delivery process.

4. Stakeholder Management, Change & CX Advocacy

• Engage with stakeholders across functions to align on CX initiatives, priorities, and execution plans.
• Drive change management activities to support adoption of customer-centric practices and journey improvements.
• Plan and execute CX-related engagement campaigns targeting employees, distribution channels, and customers.
• Promote customer-centric culture through advocacy, communication, workshops, and awareness initiatives.
• Track and evaluate the effectiveness of CX programs and engagement activities.

5. Governance, Planning & Operations

• Prepare management reports, presentations, and executive updates on CX performance, project status, and key insights.
• Support budgeting, forecasting, vendor management, and procurement activities related to CX initiatives.
• Coordinate day-to-day operational activities to ensure smooth project execution and stakeholder alignment.
• Manage timelines, dependencies, risks, and deliverables across multiple initiatives.
• Ensure compliance with governance, data privacy, and operational requirements.

Requirements

Qualifications

• Bachelor's degree in Business Administration, Marketing, Operations Management, Information Technology, Social Sciences, or related disciplines.

Experience

• 5-7 years of relevant experience in Customer Experience (CX), Service Design, Customer Insights, Business Transformation, Consulting, or related functions.
• Prior experience within financial services, insurance, banking, or other customer-centric industries is preferred.
• Proven track record in customer journey mapping, customer research, and experience improvement initiatives.
• Experience managing cross-functional projects and working with diverse stakeholder groups.

Technical & Analytical Skills

• Hands-on experience with customer feedback and survey platforms (e.g., Qualtrics or equivalent).
• Proficiency in dashboarding and data visualization tools (e.g., Power BI, Tableau, or equivalent).
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Advanced Excel skills with strong attention to detail and data validation capabilities.
• Familiarity with AI-powered tools and generative AI applications for feedback analysis, insight generation, and content development while adhering to governance and privacy requirements.

Customer Experience Capabilities

• Strong understanding of CX frameworks, journey mapping, service blueprinting, and human-centered design methodologies.
• Ability to identify and prioritize customer pain points and improvement opportunities.
• Experience designing and implementing customer-focused solutions that improve experience outcomes.

Communication & Stakeholder Management

• Excellent communication and presentation skills in both English and Chinese.
• Strong stakeholder management and facilitation skills with the ability to influence across different business functions.
• Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
• Strong execution mindset with the capability to deliver high-quality outcomes within tight timelines.

Personal Attributes

• Customer-obsessed and results-oriented.
• Structured thinker with strong business acumen.
• Highly collaborative with a proactive and hands-on approach.
• Adaptable, resourceful, and comfortable navigating ambiguity and change.