(Senior) Customer Experience Manager (Research)

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 i

Bank Of China (Hong Kong) Limited - Hong Kong - Full time

Salary: Competitive

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

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