Country / RegionHong Kong SARLocationSham Shui Po DistrictEmploying EntityCLP Power Hong Kong LimitedBusiness GroupCustomer Success & ExperienceCountryHong KongDepartmentCustomer ExperienceBranchDigital Customer Experience & eServicesCareer LevelMiddleEmployee CategoryFull-time, Permanent, ContractDate22-01-2024Description & RequirementsCLP 'Digital Customer Experience & eServices' branch plays a strategic role for CLP digital transformation, with the enablement of the experience and platform technology. The aim of the branch is to drive digital adoption with an objective to achieve the goal of 'Utility of the Future', strengthen consumers' relationships and customer experience via hyper-personalized digital products and services and accomplish the vision of driving sustainable sales growth and cost reduction. We are now hiring talents to create digital products and services portfolio that drives digital consumption and design end to end omni-channel experience with strong focus on digital services/self-services.Major Duties:Collaborate with cross-functional teams to gather and analyze business requirements and translate the business requirements into user experience and interface design solutions.Leverage business analysis skills to identify opportunities for process improvement and efficiency in design workflows.Work closely with developers to ensure seamless integration of the design elements.To develop and maintain the design documentation, including user flows and design specifications.Design and map out unified customer journeys across servicing channels and multiple digital products.Develop initiatives to deliver enhanced customer digital and omni-channel experience, improve customer satisfaction and drive digital adoption.Analyze customer omni-channel journey strategies to improve customer engagement by integrating the offline human touch with digital channels and offering differentiated omni-channel customer experience.Analyze current channel and service experience and emotional connectivity, building experience blueprint and set the context.Combine the right channel strategy and proactive contact by guiding customers to the most appropriate channel for their queries.Design and develop user journeys, wireframes, and UX/UI layouts for digital products (CLP app, website, eServices, help & support portal etc.) to increase customer satisfaction & digital adoption.Deliver strategic design and user-experience related to core and new functions / features to produce pixel perfect UI's by following the design system.Conduct rapid prototyping to capture the ideas of product management and tested on real users for product validation cover all service channels including IVRS, online channels, CIC, mobile messaging etc.Conduct research and analysis of users, industrial standards and best practices, then recommend options and alternatives to define the future state.Requirements:A recognised degree preferably in design related field, data analytics or digital ecosystem.Over 8 years' of professional experience in corporate or consulting environment with at least 3 years in project management of digital customer services projects.Design Thinking or Product Design or Services Design Certification is highly preferred.Project Management Certification is a definite advantage.Background in business analysis, understanding business processes, and translating them into actionable design solutions.Strong leadership skill in collaborating and managing internal and external team, and effectively utilize the resources for the main goal.Expert knowledge in design execution and passion for user-centered design.Good understanding of Design Systems and Design Tools such as Figma.Excellent communication and influencing skills to engage and build relationship with internal & external stakeholders at different levels.Excellent command in English and Chinese (verbal and written).Please apply by giving a detailed C.V., including academic qualification, career history, current and expected salary, major achievements, and personal attributes.Applicants not invited for interview within 6 weeks from the closing date may assume their applications unsuccessful.Information provided will be for recruitment purpose within the CLP Group and only short-listed candidates will be contacted. We comply with all applicable laws and regulations of HKSAR in handling applications. For details of the PersonalInformation Collection Statement, please visit our website:For further information on our company, please visit our website:
