- Develop China Customer Centric strategy and customer experience design; responsible for providing integrated consumer insights to support strategy, distribution business and customer experience improvement.- Drive the Customer Centric engagement initiatives and implementation towards target segments; e.g Loyalty/CX programme etc.- To drive the build-up of a customer centric culture and shift mindset- Drive RNPS (Relationship Net Promoter Score), CNPS (Competitor NPS) and TNPS (Transactional NPS) implementation- Responsible for Value Added Service partnership, strategic planning and sourcing services to support company level strategy implementation.

1. Build Service Culture:- Deliver Service SOPs for Consumer Banking China and monitor the implementation- Develop Service Training curriculum and run service training for staff, leveraging on Train the Trainers program- Develop Service Tracking – Net Promoter Score/Customer Satisfaction survey- Manage customer complaints – understand root cause and collaborate with resolution owners.- Develop rewards and recognition to promote service culture- Drive process improvement initiatives to improve customer experience 2. Build Staff Competencies: - Develop training roadmap for new staff and existing staff in terms of refresher courses - Identify training needs and constantly review training scope and feedback- Operationalise Customer Experience principles into all customer interactions and product, process and service initiatives.- Identify key processes for front line staff roles and drive process initiatives to enhance customer engagement and processes 3. Marketing- Develop tactical plans to execute marketing strategy and Premier module. - Lead all marketing collaterals (at Branch and online), marketing communications and marketing events end-to-end- Maintain oversight of Alliance marketing activities - Develop lifestyle seminar, explore the possibility of merchant offers and collaboration with third party to improve the customer experience. - Monitor all existing marketing communication channels effectiveness- Collaborate with GCC to promote brand awareness through enhanced communication such as customer newsletters.- Monitor outsourcing vendor’s qualification and maintain oversight of BAU vendor selection process.

- Drive the NPS (Net Promoter Score) in Consumer Banking- Identify mission critical customer experience management focus based on Voice of Customers and growth strategies of different channels- Lead Net Promoter Score Survey (NPS) and Customer Satisfaction Survey (CSS) of China - Action plan monitoring after survey.- Benchmark best service practices to support business performance and enhance customer satisfaction and loyalty scores- Implement initiatives that facilitate delivery quality of customer touchpoints in branches and call centres across customer segments.- Establish and manage key customer experience processes, such as customer interaction model, consultative selling, financial planning, complaint management, referral management and customer retention etc- Oversee and ensure that customer management is in compliant to regulatory and risk-related requirements.