(Senior) Customer Experience Manager (Research)

Responsibilities:<\/strong><\/h3>\n

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• Drive customer-centric model in Personal Banking Business by leading customer journey \/ experience design across all customer segments, products and service channels<\/li>\n<\/ul>\n
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  • 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<\/li>\n
  • 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<\/li>\n
  • Manage and conduct research for different banking projects, usability testing, prototype evaluation, concept validation, exploratory research, in-depth interviews and focus group moderation<\/li>\n
  • Analyze user research data and synthesize insights to identify opportunities for product improvement and innovation<\/li>\n
  • Document research findings in comprehensive and compelling reports, highlighting key insights, themes, and recommendations<\/li>\n
  • 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<\/li>\n
  • Work closely with product and design teams to translate user insights into actionable design decisions and product roadmaps<\/li>\n<\/ul>\n
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    • Provide support to ad hoc projects\/tasks as assigned<\/li>\n<\/ul>\n

      Requirements:<\/strong><\/h3>\n

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      • Degree or above with major in Psychology, Business Administration, UXUI, or related disciplines<\/li>\n
      • More than 10 years of relevant experience in banking industry, including at least 5 years' experience in customer research, digital experience, new initiative development<\/li>\n
      • Expertise in a wide range of user research methodologies, with proven track record of transforming user insights into actionable product recommendations and design decisions<\/li>\n
      • Proficiency with a wide range of user research tools and software, with solid experience to facilitate in-depth interview and focus group<\/li>\n
      • Strong facilitation, interpersonal, organizing and management skills<\/li>\n
      • Exceptional quantitative and qualitative data analysis, synthesis, and visualization skills with the ability to plan and execute user research studies<\/li>\n
      • Excellent written and verbal communication skills, with the ability to craft comprehensive and compelling research reports<\/li>\n
      • Ability to work collaboratively and build strong relationships with cross-functional teams<\/li>\n
      • Passion for understanding user needs and improving customer experiences<\/li>\n
      • Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)<\/li>\n<\/ul>\n

        Candidate with less experience will be consider as Customer Experience Manager<\/strong><\/p>\n

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        Posted:

        23/08/2024