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(Senior / Assistant) Customer Experience Manager (Research / UXUI)
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职位编号:
499311
聘用性质:
全职
部门:
个人金融及财富管理部
工作类别:
策划, 资讯科技, 项目管理, 金融科技
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
Stay up-to-date with industry trends, best practices, testing tools and emerging technologies in user research, usability, and product design
Formulate 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, etc. in accordance with human-centric design techniques and industry best practices
Undertake different phases of UI design in App / Web during the customer journeys including storyboards, wireframes, mockups, prototypes, visual and graphic designs, illustrations, etc. where applicable
Ensure UI design principles and consistency between different digital platforms
Provide support to ad hoc projects/tasks as assigned
Requirements:
Degree or above with major in Psychology, Business Administration, UXUI, Multimedia, Human-Computer Interaction, Design 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, UI design
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 (Figma / Sketch / Adobe XD is a must), 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 or Assistant Customer Experience Manager
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搜索结果
职位名称
部门
(Senior / Assistant) Customer Experience Manager (Research / UXUI)
个人金融及财富管理部
事业发展机会
职位名称
部门
(Senior / Assistant) Customer Experience Manager (Research / UXUI)
个人金融及财富管理部
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