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Customer Experience Manager

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time
Job Title: Customer Experience Manager

Join Bank of China (Hong Kong) Limited as a Customer Experience Manager and drive customer-centric initiatives across our Personal Banking Business.

Key Responsibilities:
  • Customer Journey Design: Lead the design of customer journeys across all customer segments, products, and service channels to deliver exceptional customer experiences.
  • Digital Experience Strategy: Develop and implement digital experience strategies to leverage data and technology to enhance customer interactions and touchpoints.
  • User Research: Plan and execute user research studies to gather insights on customer needs and preferences, and analyze data to inform product improvements and innovation.
  • Design and Development: Work closely with product and design teams to translate user insights into actionable design decisions and product roadmaps.
  • Industry Trends: Stay up-to-date with industry trends, best practices, and emerging technologies in user research, usability, and product design.
Requirements:
  • Education: Degree or above in Psychology, Business Administration, UX/UI, Multimedia, Human-Computer Interaction, Design, or related disciplines.
  • Experience: More than 10 years of relevant experience in the banking industry, including at least 5 years in customer research, digital experience, new initiative development, and UI design.
  • Skills: Expertise in user research methodologies, proficiency in user research tools and software, strong facilitation and interpersonal skills, and excellent written and verbal communication skills.
  • Language: Proficient in both written and spoken English and Chinese (Cantonese and Mandarin).