A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Principal responsibilities

Act as the “Voice of Customers” champion of key channels and products, leading the root cause analysis, understanding market trends and driving improvement initiatives to enhance NPS and reduce complaint volumePerform post implementation evaluation of improvement initiatives linking to customer experience metricsCritically review end-to-end customer journeys/ initiatives from customers’ perspective and mobilize journey owners for enhancement Drive strategic initiatives/ customer experience projects, uncover service gaps and implement improvement measuresSupport ad hoc projects to promote customer centricity culture with Wealth and Personal Banking business