Digital Experience and Commercialisation Officer

Role Summary:

As a Digital Officer in AXA Hong Kong’s Digital Experience & Commercialisation Team within the Chief Strategy and Digital Office, you will review, refine and deliver clear, engaging customer-facing content across digital channels. Working closely with lines of business and digital product owners, you will translate complex products, promotions and journey updates into accurate, consistent communications that support customer understanding, adoption and action.

This role goes beyond traditional copywriting. Reporting to a Senior Manager, you will act as a communication gatekeeper, shape customer-facing change communications and help deliver digital promotions that advance acquisition, engagement, lead generation and cross-selling. We are looking for someone who brings ownership, sound judgement and a collaborative, can-do attitude, together with the curiosity to experiment with AI tools, improve ways of working and turn ideas into measurable business outcomes.

Responsibilities:

• Create and manage clear, bilingual (English and Traditional Chinese), mobile-first content for Emma by AXA and related digital channels, including web pages, eDM, SMS, push notifications, FAQs and user guides.

• Act as content gatekeeper for campaigns and promotional requests, refining submissions to protect accuracy, usability, brand voice and regulatory compliance.

• Deliver customer-facing communications for feature launches, journey enhancements and service updates to support awareness and adoption.

• Produce video and multimedia content, including concepts, scripts, storyboards, voiceovers and subtitles, using AI tools where appropriate to improve efficiency and quality.

• Collaborate with business, product, marketing, data, compliance and delivery teams, maintaining clear timelines, milestones and stakeholder updates.

• Provide end-to-end support for digital campaigns requiring engaging content, including clarifying objectives and priorities and analysing the needs of different audience segments.

• Monitor content and campaign performance, identify improvements and support initiatives that strengthen engagement and commercial outcomes.

Qualifications: 

• Bachelor’s degree with 1–3 years of experience in digital engagement, marketing or product communications; experience in insurance, financial services, digital banking, technology or an agency environment is preferred.

• Excellent written and spoken English and Cantonese; Mandarin is an advantage.

• Strong copywriting, editing and content-development skills, with experience creating engaging digital and video content.

• Experience supporting mobile apps, customer campaigns and content management; familiarity with CMS or CRM tools is an advantage.

• Curious and willing to test, learn and apply AI tools and smart technologies to improve workflows and business outcomes; digital analytics and reporting skills are a plus.

• Detail-oriented and organised, with the ability to prioritise varied work, meet deadlines and deliver projects reliably.

• Proactive, resilient and goal-oriented, with sound business judgement and a collaborative, can-do approach.

• Strong coordination, relationship-building and problem-solving skills, with confidence working across internal teams and external vendors.

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers’ needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).