Senior Process Specialist

Job Responsibilities:

• Drive and manage customer experience-focused projects, designing and implementing process improvements to enhance end-to-end customer and distributor journeys.
• Manage daily NPS operations, including general maintenance, thorough analysis, and review of customer feedback to uncover key insights and pain points, fostering continuous improvement.
• Launch and manage internal customer-centric programs, including regular communications and CX workshops.
• Support citizen developers in leveraging the Power Platform to enhance operational efficiency and excellence. Provide guidance to facilitate the adoption and effective use of Power Platform tools across the organization.
• Design and implement automation solutions using the Power Platform to streamline workflows and enhance productivity.
• Monitor data flows to ensure accurate ingestion and processing, checking for errors, and ensuring data is up-to-date.
• Compile comprehensive monthly operational reports, tracking the fulfillment of Service Level Agreements (SLA) and Key Performance Indicators (KPI).
• Assist in preparing materials for monthly Executive Committee meetings, coordinating inputs from various departments.
• Support other team members in their tasks and initiatives to ensure overall team success.

Job Requirements:

• Bachelor's degree in Business, Information Systems, Operations Management, Marketing, or a related field.
• Strong analytical and communication skills.
• Excellent command of reading, written and spoken English, Chinese & Cantonese
• Understanding of the financial industry; consulting experience preferred.
• Proven skills in CX design and customer journey revamp.
• Proficiency in MS Office and Power Platform; experience with Figma is a plus.
• Experience in transformation projects and program management.
• Ability to drive transformation, challenge the status quo, and work with C-suite executives.
• Passion for customer experience, digital technology, and AI.
• Strong analytical skills for interpreting complex data and deriving insights.
• Excellent presentation and interpersonal skills.
• Highly organized, logical, and proactive.
• Strong sense of ownership and adaptability to new tasks and skills.

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  HK - Hong Kong