Our Client:
A leading public utility in Hong Kong
Job Description:
- Lead the development and implementation of customer experience (CX) and digital transformation strategies.
- Identify, prioritize, and develop digital products and services aligned with CX transformation objectives.
- Design and map out unified customer journeys across various digital and offline channels to enhance customer engagement.
- Collaborate with business stakeholders, designers, and technical teams to create a product roadmap that meets CX goals.
- Establish and monitor key performance indicators (KPIs) to assess product success and drive continuous improvement.
- Chair and motivate the digital product team, ensuring proactive engagement with relevant business units for effective implementation of digital initiatives.
Job Requirements:
- Holds a degree in design, data analytics, or digital ecosystems.
- Over 10 years in customer experience and user-centric design, with at least 3 years in a managerial role overseeing digital product teams.
- Demonstrated success in leading large-scale digital transformation initiatives.
- Strong expertise in data analysis tools and techniques, with experience in deriving insights from complex datasets.
- Skilled in customer journey mapping, service design, and utilizing Adobe suite products for analytics and design.
- Excellent organizational, negotiation, and presentation abilities, with proficiency in English and Chinese, and effective relationship management with stakeholders.
Languages
Fluent in Cantonese, English and Mandarin