Job Description

We are looking for candidates who is passionate in helping transform businesses to become more customer-centric, especially in a digital era. Candidate should have a strong passion for following new digital trends and technologies, has the ability to think outside the box around how these technologies can deliver a superior customer experience, and have hands-on experience with marketing / sales / service strategy and technologies, e.g. cross-channel campaign systems, CRM, cloud-based enterprise applications etc (Not necessarily all, but exposure to some will be extremely beneficial). Capabilities we're looking for include:

• Lead customer experience strategy and design of customer solutions leveraging customer analytics/insights on experience pain-points
• Experience in transforming marketing, sales, or service interactions across a multi-channel environment (digital, retail, sales and service staff, agent etc)
• Translate organisation customer vision into specific value propositions for different segments
• Experience in taking an "outside-in" approach to understanding customers via a variety of Customer Experience Management technology solutions and market research approach; use actionable customer insights to drive changes in the business
• Experience with NPS or other forms of customer measures, and understanding of challenges / benefits in tracking and improving these metrics
• Developed benefits / business case associated with transformation initiatives for customer insights & analytics to drive customer initiatives
• Strong appreciation of defining business scenarios for analytics team to identify acquisition, upsell, cross-sell, or retention opportunities
• Experience in designing end-to-end customer journeys, particularly with the addition of how mobility is used in modern day experiences across a multi-channel business model
• Experience with marketing and sales systems (e.g. CRMs, cross-channel campaign systems, leads management systems, digital marketing etc)
• Ability to lead workshops with business stakeholders to solve challenging business problems
• Strong ability to lead and drive solution development on client projects (will lead senior consultants / consultants on projects)
• Focus industries: FS (Banking, Insurance)

Key qualifications

• 
  Bilingual in English and Chinese (Mandarin/Cantonese)
• Minimum Bachelor’s degree in Business, Computer Science, Engineering or equivalent degrees
• Client-facing consultancy skills
• Excellent written and verbal communication, presentation and interpersonal skills
• Proven track record of leadership, coaching and mentoring of junior staff
• Team player with the ability to work collaboratively and independently
• Strong time management skills with the ability to prioritize, manage expectations and meet deadlines while working on multiple requests
• Ability to work creatively and analytically in a problem-solving environment