Customer Experience Strategist

1 day ago


Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time
Job Description

We are seeking a Customer Experience Strategist to join our team at Bank of China (Hong Kong) Limited. As a key member of our organization, you will be responsible for driving customer-centric initiatives and delivering exceptional customer experiences across all customer segments, products, and service channels.

Key Responsibilities:
  • Lead Customer Journey Design: Develop and implement customer journey design strategies that meet the evolving needs of our customers.
  • Advocate Digital First Mindset: Champion digital transformation and leverage data and technology to enhance customer interactions and touchpoints.
  • Conduct Research Studies: Plan, execute, and analyze user research studies to gain insights into customer behavior and preferences.
  • Synthesize Insights: Analyze user research data and synthesize insights to identify opportunities for product improvement and innovation.
  • Communicate Findings: Document research findings in comprehensive reports, highlighting key insights, themes, and recommendations.
Requirements:
  • Degree or Above: Bachelor's degree or above in Psychology, Business Administration, UX/UI, Multimedia, Human-Computer Interaction, Design, or related disciplines.
  • Relevant Experience: At least 7 years of experience in banking industry, with 5 years in customer research, digital experience, new initiative development, and UI design.
  • User Research Expertise: Proven track record of transforming user insights into actionable product recommendations and design decisions.
  • Design Tools: Proficiency in Figma/Sketch/Adobe XD, with solid experience in facilitating in-depth interviews and focus groups.
  • Communication Skills: Excellent written and verbal communication skills, with the ability to craft comprehensive research reports.
  • Cross-Functional Collaboration: Ability to work collaboratively and build strong relationships with cross-functional teams.


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