(Senior) Customer Experience Manager

Responsibilities:

• Promote and implement customer-centric model in Personal Banking Business by leading customer journey mapping and best-in-class user experience design
• Collaborate with customer segments, product and channel managers to optimize customer journeys using Design Thinking, data-driven insights and emerging market tools. Identify pain points, moments of truth and innovation opportunities to ensure seamless, consistent and high-quality interactions across all touchpoints
• Plan and execute user research using a variety of methods, synthesize qualitative and quantitative data and translate insights into actionable design decisions, product enhancements, innovation or strategic roadmaps
• Design and deliver customer personas, customer journey maps, user stories, interactive prototypes and service models. Conduct CX reviews prior to product or service launch to ensure alignment with experience standards
• Develop and maintain standardized customer communication guidelines to ensure clarity, consistency in tone and style and emotional resonance across all customer touchpoints
• Leverage customer feedback & sentiment, behavioral data, and voice-of-customer analytics to identify improvement opportunities, enhance NPS and drive customer satisfaction & loyalty

• Be familiar with industry trends, emerging technologies and best practices in customer experience, product design, and user research, with a particular focus on the application of AI and data analytics in experience innovation
• Support ad hoc projects and cross-functional initiatives as assigned

Requirements:

• Bachelor's degree or above, preferably in Psychology, Business Administration, Marketing, Statistics, Data Science, or a related discipline
• Candidates with qualifications or certifications related to AI, data, or digital technologies preferred
• Minimum of 10 years of relevant experience in the banking industry, with at least 5 years focused on customer research, digital experience design,, customer journey optimization, UX/UI design, customer voice analysis, customer relationship management, or wealth management
• Candidates with less experience may be considered for Customer Experience Manager, depending on qualifications and background
• Strong understanding of Personal Banking products and services, knowledge of cross-border business and various wealth management products, along with relevant practical experience preferred
• Solid knowledge of interbank market practices, local regulatory requirements, banking operations, and the principles of operational improvement, while also acquiring knowledge of risk management concepts, principles, and monitoring frameworks.
• Proven expertise in a wide range of user research methodologies and a track record of translating insights into actionable product and design recommendations
• Prefer exceptional skills in both quantitative and qualitative data analysis, synthesis, and visualization. Ability to independently plan and execute end-to-end research studies, including moderating in-depth interviews and focus groups
• Ability to apply data analytics or AI-enabled tools to accelerate design innovation, incorporate behavioral insights and formulate business strategies, is a plus
• Outstanding presentation and storytelling skills, with the ability to influence stakeholders and collaborate effectively across cross-functional teams
• Proficiency in data analysis or UI/UX design tools
• Self-motivated with strong creativity, critical thinking and problem-solving capabilities
• Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)
• Proficient in Computer skills (e.g., MS Office, MS PowerPoint), Chinese and English typing, data analysis and application
• Candidate with less experience will be considered as Customer Experience Manager