PCCW

Senior Manager, Customer Experience

PCCW  •  Hong Kong, HK (Onsite)  •  4 hours ago
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Job Description

Your Role:

  • Lead digital user journey transformation and collaborate with cross-functional teams to review, optimize, and enhance end-to-end user journeys across all touchpoints, delivering seamless, efficient, and user-friendly experiences that support Project objectives and service excellence.
  • Support the design, execution, and management of user feedback initiatives, including surveys, focus groups, and feedback analysis, to identify user pain points, service gaps, and process inefficiencies, generate actionable insights, and drive continuous improvements to the end-to-end user experience.
  • Stay abreast of emerging CX trends, industry best practices, and AI tools to continuously enhance user experience. Engage and collaborate with internal and external stakeholders to align priorities, drive enhancement initiatives, monitor their effectiveness, and identify opportunities for continuous improvement.

To succeed in this role

  • Bachelor’s degree in Communications, Customer Experience, Social Sciences, Psychology, Sociology, or a related discipline.
  • 8-10 years of relevant experience in marketing communications, customer insights, service transformation, or related fields.
  • Self-motivated, detail-oriented, and highly organized, with a strong sense of ownership and accountability.
  • Hands-on experience in customer analytics, VOC programmes, and performance measurement.
  • Experience in leading cross-functional projects; experience in people management is an advantage.
  • Strong analytical, problem-solving, presentation, and communication skills.
  • Excellent command of written and spoken English and Chinese.
PCCW

About PCCW

PCCW Limited is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited*, Hong Kong’s premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated solutions employing emerging technologies to assist enterprises in transforming their businesses. HKT has also built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, fintech and healthtech services to deepen its relationship with customers.

PCCW owns a fully integrated multimedia and entertainment group in Hong Kong engaged in the provision of OTT video service locally and in other places in the region. Through HK Television Entertainment Company Limited, PCCW also operates a domestic free TV service in Hong Kong.

In addition, PCCW holds a stake in Pacific Century Premium Developments Limited and other overseas investments.

PCCW is part of Pacific Century Group, named by Forbes as one of the World's Best Employers 2023.

*HKT Limited is a company incorporated in the Cayman Islands with limited liability.

Listing and trading

PCCW shares are listed on The Stock Exchange of Hong Kong Limited (SEHK: 0008) and traded in the form of American Depositary Receipts on the OTC Markets Group Inc. in the US (Ticker: PCCWY).

Industry
IT & Software
Company Size
1,001-5,000 employees
Headquarters
Hong Kong, HK
Year Founded
Unknown
Website
pccw.com
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