Mô tả công việc
Job Purpose
- The job holder is responsible for ensuring a customer‑centric approach, delivering a smooth and consistent customer experience across all touchpoints throughout their journey with the bank.
- The job holder will design, develop and implement changes to drive a differentiating customer experience and improve customer engagement within target customer segments.
Key Accountabilities (1)
Customer Experience Design
- Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience.
- Implement a dynamic framework of system‑driven triggers and draft a roadmap of customer life‑stage events to support holistic engagement of customers.
- Lead squads in identifying existing process inefficiencies as well as methods to save costs and improve user experience.
- Develop, implement and analyze feedback channels to identify pain points, define short‑term action points and permanent fixes to remove pain points.
- Implement tools and skillsets to plan, design and facilitate improvement workshops for projects/initiatives/process mapping, storyboarding, user persona, cost‑impact analysis.
Key Accountabilities (2)
Managing Projects
- Manage project conflicts, challenges and dynamic business requirements to keep operations running at high performance.
- Work with team leads to resolve people problems and project roadblocks, conduct root‑cause analysis to help squads continuously improve their practices to ensure maximum productivity.
Key Accountabilities (3)
Managing Stakeholders
- Interface with stakeholders to understand pain points and gather inputs from data specialists to derive features development and enhancements on product.
Managing Talent
- Develop and coach more junior employees to identify gaps in their competencies and build development plans.
Key Relationships - Direct Manager
Director, Customer Experience Design
Key Relationships - Direct Reports
Key Relationships - Internal Stakeholders
Cross‑functional team members within Disvision and across Divisions
Key Relationships - External Stakeholders
Partners providing professional services
Success Profile - Qualification and Experiences
- Bachelor's or Master's Degree in a technical or business management discipline
- 6 Sigma certification (preferred)
- 5 years of relevant experience in a financial institution
- Experience in working with clients and designing customer journeys
- Experience in product management or customer segment management
- Strong understanding of Agile principles, practices and Scrum methodologies.
- Experience working in Agile teams to support digital transformation projects.
- Experience in process improvement and LEAN thinking methodologies