Customer Experience Manager / Assistant Customer Experience Manager

Executive / Personal Assistant / Customer Service • Full Time • Central And Western District, Hong Kong, HK • 1d ago

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.

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