Customer Experience Director

4 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time
Key Responsibilities
  • Drive customer-centricity in our Personal Banking Business by leading customer journey and experience design across all customer segments, products and service channels.
  • Advocate journey thinking and adopt a digital-first mindset to leverage data and technology to enhance customer interactions and touchpoints, ensuring a quality and consistent customer experience.
  • Plan and execute quantitative and qualitative research using various methods, continuously improving research methodologies and processes to elevate 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 customer experience initiatives for driving sustainable customer engagement and business growth.
  • Collaborate 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.
  • Establish 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, 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, and illustrations, where applicable.
  • Ensure UI design principles and consistency between different digital platforms.
  • Provide support to ad hoc projects/tasks as assigned.
Requirements
  • Hold a degree or above in Psychology, Business Administration, UX/UI, Multimedia, Human-Computer Interaction, Design, or related disciplines.
  • possess more than 10 years of relevant experience in the banking industry, including at least 5 years of experience in customer research, digital experience, new initiative development, and UI design.
  • possess 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.
  • Be proficient in a wide range of user research tools and software (Figma/Sketch/Adobe XD being a must), with solid experience in facilitating in-depth interviews and focus groups.
  • exhibit strong facilitation, interpersonal, organizing, and management skills.
  • possess exceptional quantitative and qualitative data analysis, synthesis, and visualization skills, with the ability to plan and execute user research studies.
  • demonstrate excellent written and verbal communication skills, with the ability to craft comprehensive and compelling research reports.
  • be able to work collaboratively and build strong relationships with cross-functional teams.
  • possess a passion for understanding user needs and improving customer experiences.
  • be proficient in both written and spoken English and Chinese (Cantonese and Mandarin).

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