Expert, Customer Experience Design

- The job holder is responsible for ensuring a customer- centric approach, delivering a smooth and consistent customer experience across all touchpoints throughout their journey with the bank..
- The job holder will design, develop and implement changes to drive a differentiating customer experience and improve customer engagement within target customer segments.

Key Accountabilities (1)
Customer Experience Design
- Lead squads in identifying existing process inefficiencies as well as methods to save costs and improve user experience.
- Implement tools and skillsets to plan, design and facilitate improvement workshop for projects / initiatives / process mapping, storyboarding, user persona, cost- impact analysis.
- Implement dynamic framework of system driven triggers and draft a roadmap of customer life stage events to support holistic engagement of customers.
- Develop, implement and analyze feedback channels to identify pain points, define short term action points and permanent fixes to remove pain points.
- Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience.

Key Accountabilities (2)
Managing Projects
- Work with team leads to resolve people problems and project roadblocks, conduct root cause analysis to help squads continuously improve their practices to ensure maximum productivity.
- Manage project conflicts, challenges and dynamic business requirements to keep operations running at high performance.
Key Accountabilities (3)
Managing Stakeholders
- Interface with stakeholders to understand pain points and gather inputs from data specialists to derive features development and enhancements on product.
Managing Talent
- Develop and coach more junior employees to identify gaps in their competencies and build development plans.
Key Relationships- External Stakeholders Partners providing professional services
Key Relationships- Internal Stakeholders Cross functional team members within Disvision and across Divisions
Key Relationships- Direct Manager Director, Customer Experience Design
Key Relationships- Direct Reports

Yêu cầu công việc

- Bachelor&039;s or Master&039;s Degree in a technical or business management discipline
- Strong understanding of Agile principles, practices and Scrum methodologies.
- Experience in working with clients and designing customer journeys
- Experience in product management or customer segment management
- Experience in process improvement and LEAN thinking methodologies
- 6 Sigma certification (preferred)
- Experience working in Agile teams to support digital transformation projects.
- 5 years of relevant experience in a financial institution

WHY BECOME IT/DATA EXPERTS AT TECHCOMBANK?

Techcombank is the Top 2 Best place to work in the banking industry where you can experience various exciting activities throughout the year: Company anniversary, Team building, Active Saturday , Year End Party, etc.
Techcombank provides a rewarding remuneration structure that commensurate with your achievement and contribution
You will grow with Techcombank by having the opportunity to learn from top experts from across the world
Investing over 500 million USD to develop large- scale IT projects, Techcombank is one of the leading bank in Technology trends in Vietnam

Cập nhật gần nhất lúc: 2025-05-23 17:35:02