(Senior / Assistant) Customer Experience Manager (Research / UXUI)

5 months ago

Hong Kong, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time
Responsibilities:
  • Drive customer-centric model in Personal Banking Business by leading customer journey / experience design across all customer segments, products and service channels
  • Advocate journey thinking and embrace digital first mindset to use data and technology to help business delivery across customer interactions and touchpoints, and to ensure quality and consistent customer experience
  • Plan and execute quantitative and qualitative research using a variety of methods; continuously improve research methodologies and processes to enhance the quality and impact of user insights
  • Manage and conduct research for different banking projects, usability testing, prototype evaluation, concept validation, exploratory research, in-depth interviews and focus group moderation
  • Analyze user research data and synthesize insights to identify opportunities for product improvement and innovation
  • Document research findings in comprehensive and compelling reports, highlighting key insights, themes, and recommendations
  • Leverage user data, customer voice, insights and market information to help identify, prioritize and direct the implementation of different customer experience initiatives for driving sustainable customer engagement and business growth
  • Work closely with product and design teams to translate user insights into actionable design decisions and product roadmaps
  • Stay up-to-date with industry trends, best practices, testing tools and emerging technologies in user research, usability, and product design
  • Formulate User Interface design standards using Design Thinking for Mobile App and Web to meet different business needs, and support product development through visual aids production
  • Design and maintain reusable component libraries, including interactive design, responsive design and visual design, etc. in accordance with human-centric design techniques and industry best practices
  • Undertake different phases of UI design in App / Web during the customer journeys including storyboards, wireframes, mockups, prototypes, visual and graphic designs, illustrations, etc. where applicable
  • Ensure UI design principles and consistency between different digital platforms
  • Provide support to ad hoc projects/tasks as assigned
Requirements:
  • Degree or above with major in Psychology, Business Administration, UXUI, Multimedia, Human-Computer Interaction, Design or related disciplines
  • More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer research, digital experience, new initiative development, UI design
  • Expertise in a wide range of user research methodologies, with proven track record of transforming user insights into actionable product recommendations and design decisions
  • Proficiency with a wide range of user research tools and software (Figma / Sketch / Adobe XD is a must), with solid experience to facilitate in-depth interview and focus group
  • Strong facilitation, interpersonal, organizing and management skills
  • Exceptional quantitative and qualitative data analysis, synthesis, and visualization skills with the ability to plan and execute user research studies
  • Excellent written and verbal communication skills, with the ability to craft comprehensive and compelling research reports
  • Ability to work collaboratively and build strong relationships with cross-functional teams
  • Passion for understanding user needs and improving customer experiences
  • Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)
Candidate with less experience will be consider as Customer Experience Manager or Assistant Customer Experience Manager

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