Manager, Customer Excellence & Insights (3-year contract)

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).

Responsibilities:

• Support to manage on-going research work as needed, including product concept and proposition testing, working and liaison with external research agencies
• Support in research activities, including NPS, ICF and annual Customer & Distributor satisfaction studies
• Facilitate different teams and line of business in conducting market research and analysis, including research design, analytical reports, and presentations, to gather insights to support and set forward direction and as input into strategic plans
  
  

• Use data and insights from various sources (NPS, ICF, Digital CX Surveys, Complaints, etc.) to drive CX improvement actions
• Support the team to engage different line of businesses, including Product, Marketing, Digital, IT and Operations, etc. to drive better Customer Experience
• Assist to create end-to-end customer and service journey across all touchpoints, collaborate and facilitate discussion with relevant business units and support functions
• Assist to organise and implement actions derived from Customer Council and support ongoing monitoring
• Work with relevant teams to improve Distributor Experience journey covering operational excellence, knowledge, communication, etc. to ultimately drive CX

Reporting

• Co-ordinate the development of strategic KPIs for the business and report business performance against Customer Experience KPIs

Qualifications:

• Prior working experience in Marketing, Research or Project Management roles in financial services, market research agencies or consulting firms is preferred
• Previous exposure to / knowledge of insurance industry will be an asset
• Good presentation and report writing skills
• 8+ years of relevant working experience
• Strong analytical mind with focus on attention to detail
• Proactive and with a can-do attitude
• Good command of English, Cantonese and preferably Mandarin
• Knowledge in using Qualtrics is preferred