Head of Customer Experience

Job details

Location: Hong Kong S.A.R
Job Type: Permanent
Reference: HOCE/WS160621
Posted: 6 months ago

Job description

I am looking for a strategic leader to serve and lead as Head of Customer Experience for my client, a leading bank in Hong Kong. He/She will drive and lead the digital and CX transformation for the Retail and Private Banking business.


Key Responsibilities:               

  • Lead the customer experience team to deliver superior end-to-end customer experience across channels and touchpoints in the customer journey.

  • Advocate journey thinking and embrace digital first mindset to use data and technology to improve customer experience. E.g. interpret and leverage data insights to enhancing customer experience.

  • Ensure a customer centric strategy focusing on the delivery of a consistent delivery of a superior customer experience

  • Responsible for driving customer centric approach, data-based decision making and behavioral and cultural change


Key Requirements:                                          

  • Cantonese/Mandarin preferred to support business growth in Hong Kong and Greater Bay Area

  • Proven business leader with > 15  years’ banking experience in customer related functions

  • Have successful track record in driving analytics vision and innovation and transformation

  • Have commercial and operational acumen to maximize use of data and customer voice to drive improvements in CX

  • Strong leadership, team building, project-management skills.


If you are interested in finding out more about this career opportunity, please email your resume to Wanny Soh, Web:


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