Assistant Manager – Digital Product Management UX/UI (Permanent / 2-Year Contract) 助理經理 – 數碼產品管理 (長期/兩年合約)(本項職位空缺只備英文版本) - 1264 - CLP

General Information

Job Name

Assistant Manager – Digital Product Management UX/UI (Permanent / 2-Year Contract) 助理經理 – 數碼產品管理 (長期/兩年合約)(本項職位空缺只備英文版本)

Country / Region

Hong Kong SAR

Location

Sham Shui Po District

Employing Entity

CLP Power Hong Kong Limited

Business Group

Customer Success & Experience

Country

Hong Kong

Department

Customer Experience

Branch

Digital Customer Experience & eServices

Career Level

Middle

Employee Category

Full-time

Date

06-06-2023

Description & Requirements

CLP ‘Digital Customer Experience & eServices’ branch plays a strategic role for CLP digital transformation, with the enablement of the experience and platform technology. The aim of the branch is to drive digital adoption with an objective to achieve the goal of ‘Utility of the Future’, strengthen consumers’ relationships and customer experience via hyper-personalized digital products and services and accomplish the vision of driving sustainable sales growth and cost reduction. We are now hiring talents to create digital products and services portfolio that drives digital consumption and design end to end omni-channel experience with strong focus on digital services/self-services.

We are looking for a high calibre individual to join the Digital Customer Experience & eServices Branch of Customer Experience Department. Reporting to the Senior Manager – Digital and Omni-Channel Experience, you’re required to use customer insights in adding value to business decisions, key activities and strategic projects. It is crucial you are able to analysis data and complex figures then translate them into tangible actions, also monitor customer trends to identify gaps and opportunities:

Major Duties:

Design and map out unified customer journeys across servicing channels and multiple digital products.
Develop initiatives to deliver enhanced customer digital and omni-channel experience, improve customer satisfaction and drive digital adoption
Define customer omni-channel journey strategies to improve customer engagement by integrating the offline human touch with digital channels and offering differentiated omni-channel customer experience
Analyze current channel and service experience and emotional connectivity, building experience blueprint and set the context
Combine the right channel strategy and proactive contact by guiding customers to the most appropriate channel for their queries
Design and develop user journeys, wireframes, and UX/UI layouts for digital products (CLP app, website, eServices, help & support portal etc.) to increase customer satisfaction & digital adoption
Deliver strategic design and user-experience related to core and new functions / features to produce pixel perfect UI’s by following the design system
Conduct rapid prototyping to capture the ideas of product management and tested on real users for product validation cover all service channels including IVRS, online channels, CIC, mobile messaging etc.
Conduct research and analysis of users, industrial standards and best practices, then recommend options and alternatives to define the future state

Requirements:

A recognised degree preferably in design related field, data analytics or digital ecosystem
Over 8 years’ of professional experience in corporate or consulting environment with at least 3 years in project management of digital customer services projects
Design Thinking or Product Design or Services Design Certification is highly preferred
Project Management Certification is a definite advantage
Strong leadership skill in collaborating and managing internal and external team, and effectively utilize the resources for the main goal
Expert knowledge in design execution and passion for user-centered design
Good understanding of Design Systems and Design Tools such as Figma
Excellent communication and influencing skills to engage and build relationship with internal & external stakeholders at different levels
Excellent command in English and Chinese (verbal and written)

Please apply by clicking the button “Apply” for application giving a detailed C.V., including academic qualification, career history, current and expected salary, major achievements, and personal attributes on or before 23 Sep 2023. If selected candidate is currently on short-term contract basis, he/she will be offered appointment on 24-month contract.

Applicants not invited for interview within 6 weeks from the closing date may assume their applications unsuccessful.

Information provided will be for recruitment purpose within the CLP Group and only short-listed candidates will be contacted. We comply with all applicable laws and regulations of HKSAR in handling applications. For details of the Personal Information Collection Statement, please visit our website: https://clp.to/engPICS

For further information on our company, please visit our website:

https://www.clpgroup.com/