Manager – Customer Experience Enhancement

Responsibilities

• Propose customer service strategy, design, develop and manage the execution and delivery of customer experience enhancement projects with different stakeholders 
• Perform a leading role in driving the execution of service improvement initiatives to enhance the end-to-end MTR customer journey for different customer segments
• Collaborate and liaise with different stakeholders to drive customer centric culture across all levels in the Corporation 
• Monitor the budget and costs of enhancement projects
• Support and share good practices with overseas hubs in the development of customer experience strategy and initiatives to ensure consistency of corporate practices and guidelines
  

Requirements

• Degree in Customer Service / Marketing / Communications or a related discipline 
• A minimum of 8 years’ relevant experience, of which 2 years should be at managerial level
• Experience in operations management or marketing communications is preferred 
• Sound analytical, problem-solving, planning and organisation skills with abilities to manage and collaborate with different stakeholders
• Strong project management and planning skills