Head of Customer Innovation & Digital Product

Hong Kong Permanent
  • Large listed enterprise
  • Digital Strategy & Solution Architecture

About Our Client

Our client is a large listed enterprise with business across APAC regions. To cope with their business growth, they are hiring a Head of Digital Product & Innovation who is strong in

  • IT Leadership
  • Experience with CRM system & program with understanding on Customer Journey Mapping & Experience
  • Driving Digital & IT Transformation
  • Perform Business Planning, Partnering & Relationship Management
  • Portfolio Management (Digital Product Development & Management)
  • Agile Methodologies

Job Description

* Design the capabilities and architecture for revamping the CRM system & program to transfer operations to become digital
* As Team Head of Digital Product team, responsible for the motivation, planning and mobility of staff
* Organize and manage a portfolio of digital products to optimize customer experience and operation efficiencies across digital channels, call center, communication, and marketing with shared KPIs
* Partner with multiple business stakeholders to develop 5 years roadmap towards achieving an 80% digital adoption for customer services through data analysis on customer segments, engagement and surveys
* Develop a strategic framework for the Customer Experience Digital Transformation programme for unifying the corporate services under a single banner for a omni-channel customer engagement
* Drive the program initiation (budgeting, scope, roadmap) and value delivery for Customer Experience Digital Transformation with the milestone and value delivery framework for the next 5 years tied-in with the digital adoption while partnering with the business team in the development of the business case
* Drive end-to-end project initiation processes taking projects through solutioning, architecture design and procurement for delivery by the application teams
* Streamline the capture of business group initiatives (leads) and developed them into tangible projects within IT to deliver on business outcomes

The Successful Applicant

  • Bachelor in Information System, Computer Science or relevant disciplines
  • 10+ years experience in leading a Technical or Digital Solution team providing services or delivering projects to a business organization.
  • Experience in managing a portfolio of customer digital solutions projects. Background as technical or digital project manager is preferred
  • Experience with CRM system and program revamp. Sound knowledge with the concept on customer journeys & experience, omnichannel, online services, customer services digitalization and/or digital payments and billing solutions.
  • Innovative and upbeat with the latest technology in town. Experience in driving feature optimisation of digital solutions.
  • Exposure to various technical environments and emerging technologies, particularly Web 3.0, Big data, MarTech, Smart Technologies, AI, gamification etc.
  • Experience in business relationship management and business partnering.
  • Strong leadership, prefer currently at portfolio manager/ team head level, leading a sizeable team
  • Experience in working at large enterprise is a plus
  • Humble and confident in personality, experience in fronting senior stakeholders/ Executives
  • Excellent communication in English, Cantonese speaker is a plus

What's on Offer

Our client provides attractive compensation with sustainable career path to the candidate.

Eliza Lai
Quote job ref
Phone number
+852 2848 4741

Job summary

Senior Technical
Hong Kong
Job Type:
Consultant name
Eliza Lai
Consultant phone
+852 2848 4741
Job Reference

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.