Senior Officer, Customer Experience and Performance Excellence

**Date Posted:**

2023-07-31
**Country:**

Hong Kong
**Location:**

12/F-13/F, The Bay Hub, 17 Kai Cheung Road, Kowloon Bay, Hong Kong
**Key Responsibilities**

**Performance Excellence, Process Improvement & Customer Centricity**

+ Collect, consolidate, and analyze customer feedback from multiple channels, supporting effective closed‑loop management and follow‑up actions.
+ Translate customer insights and employee feedback into process enhancements, service standards, training content, and communication materials that reinforce customer‑centric behaviors.
+ Identify improvement opportunities through analysis of customer feedback, service performance data, internal metrics, government and industry benchmarks, and frontline insights.
+ Facilitate workflow reviews and end‑to‑end process refinement for improving service reliability and enhancing overall customer experience.
+ Implement performance and process improvement initia...