Deputy Executive Manager, Customer Experience Central Office

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club (“the Club”) is a world-class racing club that acts continuously for the betterment of our society. The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.

The Division - Membership & Customer Excellence (MCE)

The Membership and Customer Excellence (MCE) Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions.

The Job:

• Support the establishment and operation of the Customer Experience (CX) Central Office with the Executive Manager, serving as a coordination and expertise hub. Maintain CX operating model components—experience philosophy, priority journeys, standards, roles, responsibilities, and decision rights—across segments, channels, and products. Collaborate across divisions to document and update customer journeys, contribute to multi‑channel strategies, and internalise work transitioned from consultants to ensure smooth ownership of CX TIP deliverables.
• Lead and coordinate cross‑functional CX journey design, acting as day‑to‑day integrator. Facilitate design workshops, map and prioritise end‑to‑end journeys, and align front‑stage experiences with back‑stage systems, processes, and capabilities. Translate outcomes into CX blueprints, standards, and playbooks for adoption by product, segment, membership, channel, customer, and operations teams. Evaluate journey improvements and feed prioritised recommendations into planning cycles.
• Integrate Voice of Customer (VoC), analytics, complaints, metrics, and journey data into the CX model. Identify pain points, moments of truth, and improvement opportunities, feeding insights into design backlogs, standards, and continuous improvement. Support refinement of CX procedures and training content based on recurring feedback.
• Partner with the PMO Office on CX TIP and other initiatives, supporting planning, oversight, and delivery. Define objectives, scope, workstreams, timelines, and dependencies; develop schedules; support governance; and ensure CX standards and journeys inform decisions. Contribute to deliverables, assess solution options, support business cases, and maintain risk, issue, and action logs. Assist reporting and prepare concise summaries for steering groups, sponsors, and the Transformation Office.
• Maintain the CX governance model, including decision rights, escalation paths, feedback loops, and journey impact tracking. Work with business and operations teams to embed changes into BAU with clear documentation, KPIs, training, and communications. Promote consistent CX practices across divisions, including collaboration norms, documentation standards, and review cadences.

About You:

• University degree in Business, IT or other relevant disciplines
• At least 8 years of demonstrable experience as a hands-on business project lead running sizeable projects in service, hi-tech or financial industry
• Strong project management experience in customer excellence or transformation projects
• Strong planning, organisational, analytical and communication skills
• Experience as an external consultant or in-house project manager
• Experience in Digital Transformation involving design and implementation of Web / Mobile App / Cloud-based solutions desirable

Apply Now!

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.

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Equal Opportunity and Inclusive Hiring

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk. Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.