Manager, Customer Experience Management

Job level Senior
Work exp 5 Years To 15 Years or above
Education Bachelor Degree
Within Hong Kong
Employment type Full Time
Industry Banking
Job function Banking / Finance > Project Management
Banking / Finance > Others
Insurance > Others
Published On 12/02/2019
Hang Seng Bank was one of Hong Kong's bancassurance pioneers with insurance business footprint started since 1965. Over the years, Hang Seng Bank has been committed to serve its customers by providing full spectrum of insurance products including Life Insurance manufacturing, distribution of General Insurance and Medical products, and MPF business.
Insurance is a fast-growing business and is one of the key drivers of Hang Seng Bank. As a well-established insurance entity, we take care of every need of our customers with an optimized service excellence through the Bank’s retail and commercial network, with a dedicated team of professionals in place.
We are currently seeking a high caliber professional to join our department as Manager, Customer Experience Management.

Principal Responsibilities

  • Support initiatives which enhance customer experience and support increased sales, retention and expansion of client relationships
  • Monitor metrics and performance indicators to monitor service quality levels and make suggestions for remedial action
  • Support initiatives for improvement; these could be in areas such as staff development, customer communication or internal process improvement
  • Assist revenue generating teams (such as Relationship Managers, Sales Managers, Portfolio Managers) with servicing support for customers
  • Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies



  • University graduate with degree preferably in business administration, management and marketing related discipline; MBA degree-holder is a plus
  • Minimum 5 years of experience in retail banking and wealth management, with at least 2 years’ in insurance business, and managerial role
  • An in-depth knowledge of customer experience management and journey transformation
  • Strong drive in innovation and transformation
  • Excellent interpersonal, communication and presentation skills
  • Good knowledge of application software
  • Proficiency in both English and Chinese
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes

All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.