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Customer Experience Specialist - MNC Financial Institution

  • Location:

    Hong Kong

  • Sector:

    Transformation & Change Management

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Contact:

    Alton Leung

  • Contact email:

    Alton.Leung@oliverjames.com

  • Job ref:

    JOB-122021-157007_1641282791

  • Published:

    16 giorni fa

  • Expiry date:

    2022-02-03

  • Create new customer communication touchpoints to keep customers better informed of their insurance services. Re-design existing servicing communication content to include relevant info and use more customer friendly languages to improve CX.

  • Communication design: Create new customer communication touchpoints to keep customers better informed of their insurance services. Re-design existing servicing communication content to include relevant info and use more customer friendly languages to improve CX.
  • Business requirements: Understand as-is end-to-end customer journey, the business processes and system set up that contributed to current CX. Identify requirements and improvement needed in processes and systems to deliver future customer journey.
  • Project management: Prioritise constantly agile deliveries in backlog based on CX impact, business case, volume of customers associated with each painpoint, and complexity of solution. Track and report deliver status and considerations.
  • Stakeholder collaboration: Identify the stakeholders in a matrix organisation who have to be involved to get the right endorsement for each improvement action. Understand operation challenges for each action and identify changes needed in the recommended solution to eventually reach agreement and stakeholder buy-in.
  • eAdoption: Support Go Green customer campaign in data analysis and business process change to increase customer adoption of e-communication across all products and distribution channels.
  • Change management: Drive customer and stakeholder communication to manage change when new communication/action is being rolled out.

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