Career Opportunities

Head of Customer Experience

Department: Customer Franchise
Reference No.: SCBB_CFD_E4-I/0722


This role will report directly to Director - Customer Franchise who leads the development and implementation strategies in improving customer relationship, dedication, and satisfaction as well as ensuring all interactions exceed customer expectation through effective, proactive, and regular tracking of customer feedback and pain points.

  • Ensure digitized customer surveys are carried out continuously to produce timely, up to date information about customer experience across the portfolio in Hong Kong and Mainland
  • Produce, review, and pull insights from analytics and data collected from customer surveys
  • Make improvements, maintain feedback loop flow, and predict future needs and problems to provide differentiable customer experience
  • Lead local customer service teams to implement changes that anticipate and address customer pain points
  • Embrace digital first mindset to use data and technology at different customer touchpoints, as well as to ensure quality and consistent customer experience
  • Work closely with Customer Innovation Team and CRM Team to create unique and consistency of members’ onboarding experience
  • Promote importance of customer feedback and learning throughout the group

  • University degree or above
  • At least 10 years' relevant experience in customer experience, digital experience, or business initiative development
  • Good understanding of customer service management framework and shopping mall operations
  • Solid experiences in managing and enhancing NPS
  • Excellent analytical, oral, and written communication skills
  • An analytical mind with attention to detail, with particular focus on qualitative data
  • Ability to present and discuss information clearly and to different audiences
  • Effective interpersonal skills
  • Strong team working and networking skills

We offer an attractive remuneration package and excellent prospects for career advancement to the right candidate. Please submit your application and detailed resume to Human Resources Department via e-mail to
We are an equal opportunity employer and welcome applications from all qualified candidates. Personal data collected will be treated in strict confidence and be used solely for recruitment purposes within the Hang Lung Group of companies. Applicants who do not hear from us within 8 weeks from the date of application may consider their applications unsuccessful and their information will be destroyed within 12 months of receipt. 

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