Digital Experience Director

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time
Drive Customer Centricity in Personal Banking

We are seeking a seasoned Digital Experience Director to lead the customer journey experience design across all customer segments, products, and service channels in our Personal Banking Business.

Key Responsibilities:
  • Customer Journey Design: Develop and execute strategies to drive customer-centric models, leveraging data and technology to enhance customer interactions and touchpoints.
  • Journey Thinking: Foster a culture of journey thinking, embracing digital-first mindsets to improve business delivery and ensure quality consistent customer experiences.
  • User Research: Plan and execute quantitative and qualitative research studies, utilizing various methods to enhance research methodologies and processes.
  • Research Management: Manage and conduct research for different banking projects, including usability testing, prototype evaluation, concept validation, and exploratory research.
  • Data Analysis: Analyze user research data and synthesize insights to identify opportunities for product improvement and innovation.
  • Research Reporting: Document research findings in comprehensive reports, highlighting key insights, themes, and recommendations.
  • Cross-Functional Collaboration: Work closely with product and design teams to translate user insights into actionable design decisions and product roadmaps.
Requirements:
  • Qualifications: 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' experience in customer research, digital experience, new initiative development, and UI design.
  • Skills: Expertise in a wide range of user research methodologies, proficiency in user research tools and software (Figma/Sketch/Adobe XD), strong facilitation and interpersonal skills, and exceptional data analysis and visualization skills.
  • Languages: Proficient in both written and spoken English and Chinese (Cantonese and Mandarin).
About Our Offer:

We offer an estimated salary range of HKD 650,000 - HKD 800,000 per annum, depending on qualifications and experience. Additionally, we provide a comprehensive benefits package, including medical insurance, retirement plans, and professional development opportunities.

This role is based in Hong Kong and requires a high level of autonomy and flexibility. If you are a motivated and experienced professional looking to drive customer centricity in Personal Banking, please submit your application.

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