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AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance.

AXA Hong Kong is committed to helping its customers achieve stability and prosperity through providing a comprehensive range of life, health, property and casualty protection, as well as wealth management and retirement solutions.
We believe it is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.

AXA is an equal opportunity employer. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximize their personal potential.

1Based on 2013 Office of the Commissioner of Insurance market share statistics
AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance. AXA Hong Kong is committed...
AXA Hong Kong, a member of the AXA Group, prides itself of serving over 1 million customers in Hong Kong and Macau. Besides being one of the largest health protection providers in Hong Kong, it is also the number 1 General Insurance provider1 and a market leader in motor insurance.

AXA Hong Kong is committed to helping its customers achieve stability and prosperity through providing a comprehensive range of life, health, property and casualty protection, as well as wealth management and retirement solutions.
We believe it is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community.

AXA is an equal opportunity employer. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximize their personal potential.

1Based on 2013 Office of the Commissioner of Insurance market share statistics

Manager, Customer Strategy and Insights

Job level Senior
Work exp No work experience
Education Bachelor Degree
Location
Within Hong Kong Hong Kong
Employment type Full Time
Industry Insurance
Job function Marketing / Public Relations > Marketing - Market Research
Marketing / Public Relations > Marketing - Customer / Trade Marketing
Published On 13/06/2018 2018-06-13
ref. 170006ML_35076
Job Role:

Customer Strategy
  • Create and enhance end-to-end customer and service journey across all touchpoints; engage different teams across all LOBs, Product, Marketing, Digital, IT and Operation, etc. to understand their needs and secure buy-in, and to ideate and prioritise on the identified opportunities
  • Lead and coordinate service and brand campaigns to drive customer recommendation and perception on service excellence and customer centricity
  • 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 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


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


Job Requirement:
  • University graduate in Business, Marketing or related subjects
  • Prior working experience in Customer Experience, Experience Design, Service Design, Operational Excellence in financial services or consulting firms. Related experience in telecom, hospitality sectors will also be considered
  • 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