Head of Customer Experience Regional Strategic Initiatives & Transformation

  • Competitive
  • Kuala Lumpur, Federal Territory, Malaysia
  • CDI, Plein-temps
  • Hong Leong Bank Berhad
  • 17 août 17

Head of Customer Experience Regional Strategic Initiatives & Transformation

Summary of role

HLB is embarking on a comprehensive multi-year regional customer experience (CE) transformational journey encompassing products, channels and services across regional markets. We are looking for talents with digital customer experience, customer experience strategy & performance management and customer journey transformation & delivery experience to lead the strategy and delivery of regional CE initiatives.
This is a both a strategic and execution role with interaction from the C-levels, unit heads and local country heads.

Tasks Roles and responsibilities

• Work closely with HLB COO of Customer Experience and Country Heads to develop and deploy a CE framework to achieve best in class service capability and customer experience in our products and channels across the local markets.
• Liaise between Country Teams and HQ departments particularly Operations, Credit and IT to accelerate CE initiatives and facilitate best practice sharing and implementation
• Facilitate and progress Continuous Improvement Initiatives across various departments to achieve better customer experience focusing on Front Line interaction, Product Turn around Times, Channel Reliability and transforming the digital experience through use of mobility and analytics
• Manage, consolidate and analyze relevant data of channels and service quality and business information to proactively identify new improvement opportunities to enhance customer experience and drive productivity.
• Monitor and control channel reliability and product delivery to regional standards
• Assist with the launch of a bank wide Customer Service Initiatives focused on specific segments e.g Regional Wealth, Regional SME.
• Design and implement signature experiences focused around customer interaction such as Account Opening journeys, Loan application journeys, RM interaction management etc.
• Work with external partners such as design firms to introduce new customer experience techniques (customer journey mapping, emotional design) and deploy them across the local markets

• Build a strong customer experience team and culture in the local markets. Work closely with local department Heads to develop customer experience DNA and develop talent
• Provide leadership to the regional initiatives team (3-5) to manage and deliver on regional initiatives

Competence Requirements
Work Experiences
• Minimum 15 years' experience in Customer Experience, Operations, or Service Quality with a Global or Regional Bank. Must have operated as a GM or Head of Department Level.
• Past experiences in management consulting, design thinking, process re-engineering (LEAN, Six Sigma) and project management (PMP) would be desirable
• Strong strategic skills and executive level presence and demonstrated ability to work in a matrix environment with different cultures and background
• Ability to articulate analyses and findings in a crisp and concise manner both verbally and through written presentations/communications.
• Execution-oriented, self-starter and self-navigator with the ability to prioritize high-value projects in a fast-paced environment and balance demands of multiple projects
• Proven ability to build teams and cultures and thrive in ambiguous situations
• Competent in Microsoft Office applications especially PowerPoint and Excel

Personal qualities
• High-value personal qualities - critical thinking and problem solving skills, ability to influence,work in teams, resourceful, responsible, tenacious, independent, self-confident, high-energy, etc
• Well read on the topics on customer experience, digital customer and market trends and consumer technology developments
• Structured thinking with strong issue-based problem solving skills
• Visionary, collaborative and strategic, but with creativity and competence for visualization
• Personal confidence to challenge existing practices and thinking. Enough stamina to face, challenge and overcome resistance across organization
• Listen and observe, balanced with the need to be goal and fact-oriented to facilitate the process in the right direction. Attention to detail is important and to be organized and prepared
• Ability to network actively across a range of stakeholders and management groups
• Ability to engage and drive discussion with stakeholders
• Good listening skills and value customers' needs and behaviors
• An eye for details as well as the ability to zoom out and see the bigger perspective