Senior Officer, Customer Experience and Performance Excellence

Date Posted:

2023-07-31

Country:

Hong Kong

Location:

12/F-13/F, The Bay Hub, 17 Kai Cheung Road, Kowloon Bay, Hong Kong

Key Responsibilities

Performance Excellence, Process Improvement & Customer Centricity

• Collect, consolidate, and analyze customer feedback from multiple channels, supporting effective closed‑loop management and follow‑up actions.

• Translate customer insights and employee feedback into process enhancements, service standards, training content, and communication materials that reinforce customer‑centric behaviors.

• Identify improvement opportunities through analysis of customer feedback, service performance data, internal metrics, government and industry benchmarks, and frontline insights.

• Facilitate workflow reviews and end‑to‑end process refinement for improving service reliability and enhancing overall customer experience.

• Implement performance and process improvement initiatives which are designed around customer expectations, pain points, and end‑to‑end journeys.

• Track change project progress and service impact through dashboards, report automation, and regular meetings, ensuring to achieve measurable deliverables.

• Establish, maintain and review Field and Customer Centricity performance scorecards, conduct regular reviews to monitor service quality and provide insights into driving results.

• Support productivity improvement and digital enablement initiatives that enhance operational efficiency with positive customer impact.

Capability Building and Change Management

• Identify service competency gaps based on customer insights, lessons learned, and operational experience and develop capability‑building initiatives.

• Create and maintain online learning materials that reinforce safety awareness, code-compliance, customer centric mindsets and service standards.

• Organize learn & share sessions, workshops, toolbox visits, and engagement activities to strengthen awareness, understanding, and adoption of change initiatives.

• Promote service excellence initiatives through internal digital marketing, including e-contents, visual storytelling, and campaign materials.

• Reinforce behavioral change through engagement initiatives and recognition programs.

• Produce video (scripting, filming and editing) to showcase customer testimonials, job show case, customer‑centric and change success stories.

• Organize employee engagement activities, field site visits, and cross‑team events to strengthen collaboration, ownership, and morale.

Requirements

• Degree in Business Administration, Operations Management, Communications, Marketing, or related disciplines.

• Minimum 5 years of relevant experience in service experience and process improvement, internal communications, or learning support roles is preferred.

• Experience in six sigma/lean

• Strong analytical skills with the ability to translate data and feedback into practical, customer‑focused improvement actions.

• Hands‑on experience in digital communication and video production.

• Proficient in MS Excel, PowerPoint, and digital collaboration tools; experience with dashboards, design tools, video editing, or e-learning platforms is an advantage.

• Creative, detail‑minded, organized, adaptable, and able to work collaboratively in a face pace and change‑driven environment.

• Good command in both verbal and written English and Chinese (Cantonese required; Mandarin an advantage).

We offer remuneration package including attractive salary, comprehensive fringe benefits and excellent opportunities for the right candidate. (*** Employee Scholar Program up to $160,000/ person for each degree***)

Website: http://www.otis.com/

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By submitting an application and/or your resume in response to this job notice, you have read and hereby consent to our (i) Personal Information Collection Statement (for Recruitment), [link removed] (ii) Terms of Use [link removed], (iii) Otis Job Applicant Privacy Policy [link removed]. If you do not consent to the above, OTIS Elevator Company (H.K.) Limited and its affiliates will not be able to accept and process your application.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

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