(Senior) Customer Experience Manager (Research)

Job No.: 499334
Employment Type: Full time
Departments: Personal Banking and Wealth Management Department
Job Functions: Strategic Planning, Information Technology, Project Management, FinTech

Responsibilities:

• Drive customer-centric model in Personal Banking Business by leading customer journey / experience design across all customer segments, products and service channels
• Advocate journey thinking and embrace digital first mindset to use data and technology to help business delivery across customer interactions and touchpoints, and to ensure quality and consistent customer experience
• Plan and execute quantitative and qualitative research using a variety of 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
• Work closely with product and design teams to translate user insights into actionable design decisions and product roadmaps
• Provide support to ad hoc projects/tasks as assigned

Requirements:

• Degree or above with major in Psychology, Business Administration, UXUI, or related disciplines
• More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer research, digital experience, new initiative development
• Expertise in a wide range of user research methodologies, with 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, with solid experience to facilitate in-depth interview and focus group
• 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)

Candidate with less experience will be consider as Customer Experience Manager