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.