Manager, Customer Strategy and Insights

Job level Senior
Work exp No work experience
Education Bachelor Degree
Within Hong Kong Hong Kong
Employment type Full Time
Industry Insurance
Job function Banking / Finance > Research / Analysis
Marketing / Public Relations > Marketing - Market Research
Marketing / Public Relations > Marketing - General / Support
Published On 29/01/2018 2018-01-29
ref. 170006ML_56553
Customer Strategy

  • Create end-to-end customer and service journey across all MOTs, ensuring agreement with relevant business units and support functions
  • Engage different teams within all LOBs, Product, Marketing, Digital, IT and Operation, etc. to bring the agreed customer, service journeys to life
  • Use data and insights from various sources (CXT, NPS, ICF, Complaints, etc.) to drive and refresh CX strategy and improvement initiatives
  • Assist to organise, conduct and drive the CX board and actions arising
  • Work with relevant teams to improve Distributor Experience journey covering operational efficiency, knowledge, communication, etc. to ultimately drive CX
  • Collaborate with HR, Communications and other relevant teams to drive employee engagement actions to promote, evangelise Customer First


  • Manage on-going research work as needed, including product concept and proposition testings working with external research agencies
  • Support in extensive Group sponsored research, including Value for Money studies and annual Customer & Distributor satisfaction studies
  • Conduct market research & analysis to gather insights to support and set forward direction and as input into strategic plans

Reporting and Management Information (MI)

  • Co-ordinate the development of strategic KPIs for the business and report business performance against those agreed KPIs
  • Provide adhoc reporting, MI support to function head and other key stakeholders

  • University graduate in Business, Marketing or related subjects

  • Must have prior working experience in Customer Experience, Research and Project Management in financial services or consulting firms

  • Previous exposure to / knowledge of insurance industry will be an asset

  • 6 - 10 years of relevant working experience

  • Strong interpersonal and people management skills - ability to facilitate working together across the silos

  • Strong analytical mind with focus on attention to detail

  • Proactive and with a can-do attitude

  • Good command of English, Cantonese and preferably Mandarin