CLP 主頁

Major Duties:

• Drive Customer Experience (CX) / digital transformation strategy and design best-in-class digital products and services.
• Identify, prioritizes, develop multiple digital products and business solutions (Customer 360 profile, one-account authentication, Digital notification, Open API Profile retrieve, Omni-channel deployment, eServices) that are in line with overall CX Transformation strategy.
• Partner with business stakeholders, cross-functional teams and designers to develop a product roadmap that can help achieve CX Transformation objectives of Customer Satisfaction Score (CSAT) improvement, cost savings and / or value creation.
•  Build business cases to quantify the benefits of products and services that is to be taken through the product development stages from ideation to launch.
• Lead, design and map out unified customer journeys across servicing channels and multiple digital products.
• 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.
• Partner with IT to build an integrated digital backend capability which can enable insightful data, customer journey analytics, real-time journey monitoring, digital foot printing, etc.
•  Oversee requirements discovery, solution design, user story writing, feature development, and user acceptance testing.
•  Discover ways to enhance automation of tagging, designing and implementing taxonomy and metadata management strategies following industry best practices of web design and search engine optimization.
• Deploy an end-to-end approach of digital content management that transform digital self-service model across CLP’s customer service channels and migrate users from offline to online.
• Chair and motivate digital product team and proactively engage relevant business units to develop and implement new digital content and eService models supported with centralised governance.
  
  

  Requirements:

  
  

• A recognised degree preferably in design related field, data analytics or digital ecosystem.  
• At least 10 years’ experience of customer experience and user-centric design across various digital products with showcases and portfolios demonstrating the key business outcomes and achievements with at least 3 years’ managing team of digital product managers.
• Experience in leading large-scale business / digital transformation within a digital organization with advanced digital business models, as well as hands-on Experience in driving digital initiatives, preferably those across different business units in a large organization.
• Extensive experience of building the holistic and end-to-end customer journey mapping from as-is situation to to-be stage leading to the service design blueprint for the organization.
• Expert in leading of continuous product discovery with data to plan and execute user research / interview / experimentation as to improve the product outcomes and increase customer values incrementally.
• Design Thinking or Product Design or Services Design Certification is highly preferred.
• Demonstrate excellent organizational and people skills, including the ability to work independently.
• Able to manage relationships with internal & external stakeholders; excellent communication and presentation skills.
• Experience in Agile Project Management & Agile Methodology.
• Excellent negotiation skills in dealing with a wide variety of stakeholders including middle management and team lead levels & professional, business partners, technology & industry players, start-up communities.
• Excellent command in English and Chinese (verbal and written).