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I. Job Responsibilities
Formulate and drive the company’s overall customer experience strategy, establishing a customer-centric operational framework.
Conduct in-depth research into financial user behaviors and needs, optimizing the customer experience across the entire lifecycle, including:
Customer Acquisition
Account Opening
Investment & Wealth Management
Customer Service
Post-sales Support & Membership Operations
Establish a Customer Experience Management (CEM) system:
NPS (Net Promoter Score)
VOC (Voice of the Customer)
User Satisfaction Metrics
Service Quality Assessment Mechanisms
Collaborate with Product, Operations, Risk Management, Technology, and Customer Service teams to continuously optimize online and offline service processes.
Drive digital experience upgrades, including:
Mobile App Experience
Intelligent Customer Service
AI-driven Services
Private Domain Customer Operations
Omni-channel Service Integration
Responsible for building the customer experience framework for High Net Worth (HNW) and VIP clients, enhancing customer loyalty and brand reputation.
Establish customer insight and analytics mechanisms to drive experience optimization and business growth through data-driven approaches.
Monitor financial regulations and consumer protection requirements to ensure customer service compliance.
Responsible for building and managing the Customer Experience team, cultivating talent in experience operations.
II. Job Requirements
Basic Qualifications
Bachelor’s degree or higher; majors in Finance, Marketing, User Experience (UX), or Management-related fields are preferred.
20+ years of experience in the financial industry; 5+ years of experience in Customer Experience, User Operations, or Service Management.
Familiarity with the business models of banking, securities, insurance, or internet finance sectors.
Competency Requirements
Possess excellent capabilities in customer insight and user research.
Familiarity with financial consumer behaviors and the specific needs of High Net Worth clients.
Possess strong capabilities in data analysis and business analytics.
Experience in building large-scale customer experience systems.
Possess strong cross-functional collaboration and strategic execution capabilities.
Familiarity with trends in digital operations and AI-driven customer service.
Preferred Qualifications
Background working at renowned banks, insurance companies, wealth management institutions, or FinTech platforms.
Proven track record of successful cases in customer growth, membership systems, or user operations.
Familiarity with financial regulations and consumer protection policies.
III. Core KPI Metrics
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Customer Retention Rate
Customer Complaint Rate
Customer Lifetime Value (LTV)
VIP Client Growth Rate
Service Response Efficiency
Digital Channel Activity Level