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Customer Experience Strategist
2 months ago
We are seeking a seasoned Customer Experience Manager to join our team at Bank Of China (Hong Kong) Limited.
Job Description- Drive customer-centric initiatives in Personal Banking Business by leading customer journey/experience design across all customer segments, products, and service channels.
- Advocate journey thinking and adopt a digital-first mindset to leverage data and technology for business delivery across customer interactions and touchpoints, ensuring quality and consistent customer experiences.
- Plan and execute quantitative and qualitative research using various 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.
- Collaborate with product and design teams to translate user insights into actionable design decisions and product roadmaps.
- Stay updated on industry trends, best practices, testing tools, and emerging technologies in user research, usability, and product design.
- Develop 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.
- Oversee different phases of UI design in App/Web during 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.
- Degree or above with a major in Psychology, Business Administration, UX/UI, Multimedia, Human-Computer Interaction, Design, or related disciplines.
- More than 10 years of relevant experience in the banking industry, including at least 5 years' experience in customer research, digital experience, new initiative development, and UI design.
- Expertise in a wide range of user research methodologies, with a 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 facilitating in-depth interviews and focus groups.
- 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).
The estimated salary for this role is HKD $80,000 - $120,000 per month, depending on qualifications and experience.
About UsBank Of China (Hong Kong) Limited is one of the largest foreign banks in Hong Kong. We offer a competitive salary and benefits package, including medical insurance, retirement plans, and paid time off.
