Senior Customer Experience & Process Excellence Leader

PCCW Solutions in Hong Kong is seeking a seasoned Customer Centricity Manager (eMPF) to drive complaint-led improvements and simplify journeys across the organization. You will lead CX governance, map end-to-end processes, and foster a culture of operational excellence with clear accountability across teams.

The role requires deep analytical skills, change management capability, and the ability to influence stakeholders to deliver measurable efficiency gains in service quality and experience.