Customer Experience Manager / Assistant Customer Experience Manager

Join Bank of China (Hong Kong)

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For other vacancies, please visit our website at http://www.bochk.com

Job No.: 499646
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Strategic Planning, Information Technology, Project Management, FinTech

Responsibilities:

• Promote and implement customer-centric model in Personal Banking Business by leading customer journey mapping and best-in-class user experience design
• Partner with customer segments, product and channel managers to design and optimize end-to-end customer journeys using Design Thinking as well as bringing in the latest market tools, identify pain points, moments of truth and areas for opportunity to ensure delivery of quality, seamless and consistent experience at every interaction and touchpoint
• Plan and execute user research using a variety of methods, synthesize insights to identify opportunities for product improvement and innovation, and translate user insights into actionable design decisions and product roadmaps
• Craft customer journey map, prepare interactive prototype, conduct CX review on user experience and customer communications prior to new products/ service launch to ensure meeting of standards
• Understand customer needs and pain points, gather feedback, analyze data, translate customer voice into strategies to improve Net Promoter Score, enhance satisfaction and loyalty
• Stay up-to-date with industry trends, best practices, testing tools and emerging technologies in customer experience design, product design and user research
• Provide support to ad hoc projects/tasks as assigned

Requirements:

• Bachelor degree or above
• Preferably with major/minor in Psychology, Business Administration, Statistics, UXUI, Multimedia, Human-Computer Interaction, Design or related disciplines
• More than 8 years of relevant experience in banking industry, including at least 5 years' experience in customer research, digital experience, new initiative development, UX/UI design
• Sound knowledge of Personal Banking products and services and familiar with local regulatory requirements, inter-bank market practices, etc.
• Expertise in a wide range of user research methodologies, with proven track record of transforming user insights into actionable product recommendations and design decisions
• Exceptional quantitative and qualitative data analysis, synthesis, and visualization skills with the ability to plan and execute user research studies
• Proficiency with a wide range of user research tools and UI software (such as Figma, Adobe XD is preferred), with solid experience to facilitate in-depth interview and focus group
• Excellent presentation and storytelling skills, with ability to work collaboratively and build strong relationships with cross-functional teams
• Passion for understanding user needs and improving customer experiences
• Self-starter with a strong creative and problem-solving mindset
• Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)
• Candidate with less experience will be consider as Deputy/Assistant Customer Experience Manager

We offer competitive remuneration package and comprehensive fringe benefits including medical and life insurance, and different types of allowances to the right candidate. Interested parties, please submit your application online. For details, please visit our website http://www.bochk.com

To apply: https://careers.pageuppeople.com/798/cw/en/job/499646/customer-experience-manager-assistant-customer-experience-manager=11232

Data collected would be used for recruitment purposes only. It might also be disclosed to our subsidiaries or Associated Companies to process the information for appointment. Applicants who do not hear from us within 8 weeks may consider their application unsuccessful and their data will be destroyed within 12 months of receipt.