Senior Officer, Customer Experience and Performance Excellence

Skip to main contentThis site uses cookies. By continuing to use it you are agreeing to use cookies. For more information on how we use cookies, go to our Website and Mobile Privacy Notice.DeclineAccept CookiesCareersEnglishSign InSenior Officer, Customer Experience and Performance Excellence page is loadedSenior Officer, Customer Experience and Performance ExcellenceApplylocations12/F-13/F, The Bay Hub, 17 Kai Cheung Road, Kowloon Bay, Hong Kongtime typeFull timeposted onPosted 30+ Days Agojob requisition id20080281Date Posted:2023-07-31Country: Hong KongLocation: 12/F-13/F, The Bay Hub, 17 Kai Cheung Road, Kowloon Bay, Hong KongKey ResponsibilitiesPerformance Excellence, Process Improvement & Customer CentricityCollect, consolidate, and analyze customer feedback from multiple channels, supporting effective closed‑loop management and follow‑up actions.Translate customer insights and employee feedback into process enhancements, service standards, training content, and communication materials that reinforce customer‑centric behaviors.Identify improvement opportunities through analysis of customer feedback, service performance data, internal metrics, government and industry benchmarks, and frontline insights.Facilitate workflow reviews and end‑to‑end process refinement for improving service reliability and enhancing overall customer experience.Implement performance and process improvement initiatives which are designed around customer expectations, pain points, and end‑to‑end journeys.Track change project progress and service impact through dashboards, report automation, and regular meetings, ensuring to achieve measurable deliverables.Establish, maintain and review Field and Customer Centricity performance scorecards, conduct regular reviews to monitor service quality and provide insights into driving results.Support productivity improvement and digital enablement initiatives that enhance operational efficiency with positive customer impact.Capability Building and Change ManagementIdentify service competency gaps based on customer insights, lessons learned, and operational experience and develop capability‑building initiatives.Create and maintain online learning materials that reinforce safety awareness, code-compliance, customer centric mindsets and service standards.Organize learn & share sessions, workshops, toolbox visits, and engagement activities to strengthen awareness, understanding, and adoption of change initiatives.Promote service excellence initiatives through internal digital marketing, including e-contents, visual storytelling, and campaign materials.Reinforce behavioral change through engagement initiatives and recognition programs.Produce video (scripting, filming and editing) to showcase customer testimonials, job show case, customer‑centric and change success stories.Organize employee engagement activities, field site visits, and cross‑team events to strengthen collaboration, ownership, and morale.RequirementsDegree in Business Administration, Operations Management, Communications, Marketing, or related disciplines.Minimum 5 years of relevant experience in service experience and process improvement, internal communications, or learning support roles is preferred.Experience in six sigma/leanStrong analytical skills with the ability to translate data and feedback into practical, customer‑focused improvement actions.Hands‑on experience in digital communication and video production.Proficient in MS Excel, PowerPoint, and digital collaboration tools; experience with dashboards, design tools, video editing, or e-learning platforms is an advantage.Creative, detail‑minded, organized, adaptable, and able to work collaboratively in a face pace and change‑driven environment.Good command in both verbal and written English and Chinese (Cantonese required; Mandarin an advantage).We offer remuneration package including attractive salary, comprehensive fringe benefits and excellent opportunities for the right candidate. (***...