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Client Experience & Transformation Program Lead

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Oliver James

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Location:
Hong Kong , Hong Kong

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Category:
Insurance

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Our client is a leading international Insurance Group offering a diverse range of services across Life Insurance, Group Insurance, Employee Benefits, Pension, Wealth and Asset Management. With an expanding presence in Asia and a strong growth in business activities, the company is now seeking a high-calibre Transformation Professional to join the Business in Hong Kong leading programs on Client Journey, Client Values, Client Retention and the overall Client Experience.

Job Responsibility:

  • Drive, development and execute customer experience-led transformation initiatives across Group Insurance, Pension and broader Insurance portfolios
  • Shape strategy, lead change and deliver measurable improvements in client loyalty, service quality and operational efficiency
  • Identify attrition drivers and translate insights into actionable programs, frameworks and playbooks
  • Analyze the client experience lifecycle and evaluate customer touchpoints to drive enhancement in team practices, operational processes and supporting systems
  • Lead transformation initiatives to refine workflows, elevate service standards and embed continuous improvement
  • Partner and coordinate with cross-functional teams across the Business Units, Digital, IT, Operations and Marketing to deliver retention and digital transformation projects
  • Evaluate and redesign service delivery models to improve efficiency and client satisfaction
  • Drive PMO practices and governance for transformation programs with a strong customer experience focus
  • Manage project portfolios, budgets, and resources
  • establish governance frameworks and conduct regular status reviews
  • Act as a strategic project lead, fostering collaboration across business units and offshore teams
  • Prepare executive reports and management updates, strategic proposals and presentation materials for senior leadership team

Requirements:

  • University graduate with 10+ years of consulting, transformation or project management experience within insurance, retail banking, wealth management, pension or management consulting firms
  • Expertise in business strategy, customer retention, transformation and program management
  • Proven experience in driving and executing programs related to Customer Journey, Customer Experience, Customer Retention and Customer Engagement
  • Exposure to both Corporate and Individual Customers initiatives would be advantageous
  • Good project management techniques, methodologies and practices
  • Excellent communication and stakeholder management skills, with the ability to influence senior executives
  • Fluency in both English AND Cantonese are essential

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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