Analyst, Customer Excellence and Insights

Public Relations / Marketing / Media • Full Time • Wong Chuk Hang, Hong Kong, HK • 1w ago

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 50 markets and serving 95 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 Diversity and Inclusion (D&I) 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:

Customer Excellence (CX)

Monitor customer verbatims from different touchpoints, including NPS, Instant Customer Feedback and Digital Surveys, to take instant remediate actions and drive long-term improvements
Support to engage different teams across all line of business, Products, Marketing, Digital, IT and Operation, etc. to drive CX improvement actions
Assist to create and enhance end-to-end customer journeys and customer communications across different customer touchpoints, especially for new business and customer retention
Work with relevant teams to improve Customer and Distributor Experience journey covering operational efficiency, knowledge, communication, etc. to ultimately drive CX
Collaborate with Digital teams, including website and mobile app team, to enhance digital user experience

Reporting and Management Information (MI)

Co-ordinate the development of strategic KPIs for the business and report business performance against Customer Experience KPIs
Provide adhoc reporting, MI support to function head and other key stakeholders

Qualifications:

Prior working experience in Marketing, Research or Project Management roles in financial services or consulting firms is preferred
Good presentation, communication and report writing skills
Strong analytical mind with focus on attention to detail
2-3 years of relevant working experience
Knowledge in Qualtrics or data analytics is preferred
Proactive and with a can-do attitude
Good command of English, Cantonese and preferably Mandarin

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