Senior Customer Experience Manager

4 weeks ago

London, Greater London, United Kingdom Bank of China Full time
Job Title: Senior Customer Experience Officer

The Personal Banking department at Bank of China is responsible for overseeing debit and credit card operations and providing back office support to the Bank's branches. As a Senior Customer Experience Officer, you will play a key role in implementing the Personal Banking development strategy and delivering high-quality banking services to individual customers in the local market.

Key Responsibilities:
  • Assist in developing marketing strategies across the Banking department and Branches, focusing on Personal Banking's target market.
  • Monitor products' performance, understanding the target customer profile and how it is changing, and assist in developing new products and improving the current product portfolio to meet customer expectations.
  • Plan and implement promotions for Personal Banking products.
  • Analyze internal and external data and deliver the Bank's sales and distribution strategy; translate it effectively to the Branch network to gain and retain customers.
  • Undertake market research and monitor industry developments; present the findings to the Head of Department.
  • Assist the Head of Department by monitoring the performance of the Banking department and Branches and acting as a coordinator between the branches, Banking department, and other departments.
  • Ensure the Banking department and Branches comply with the Bank's policies and procedures.
  • Support with system troubleshooting and other business-related issues that the Banking department and Branches encounter.
  • Promote cross-selling opportunities within other business departments across the Bank.
  • Liaise with the IT department and Head Office to improve Personal Banking systems.
  • Deal with customer queries where required.
Requirements:
  • Degree educated preferably in Business Administration, Marketing, or other equivalent.
  • Proven track record in a similar business stream.
  • Experience in drafting new product policies and procedures.
  • Customer service experience.
  • Able to multi-task, work to tight deadlines, and operate under pressure.
  • Excellent IT skills.
  • Proficient in MS Office.
  • Attention to detail.
  • Excellent organization skills.
  • Team player.
  • Excellent English and Mandarin communication skills.

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