Tuyển dụng Expert, Customer Experience Design tại Hà Nội

Job Purpose

- 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

Customer Experience Design

- Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience.

- Implement dynamic framework of system driven triggers and draft a roadmap of customer life stage events to support holistic engagement of customers.

- Lead squads in identifying existing process inefficiencies as well as methods to save costs and improve user experience.

- Develop, implement and analyze feedback channels to identify pain points, define short term action points and permanent fixes to remove pain points.

- Implement tools and skillsets to plan, design and facilitate improvement workshop for projects / initiatives / process mapping, storyboarding, user persona, cost-impact analysis.

Managing Projects

- Manage project conflicts, challenges and dynamic business requirements to keep operations running at high performance.

- 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.

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.

Yêu cầu công việc

- Bachelor's or Master's Degree in a technical or business management discipline

- 6 Sigma certification (preferred)

- 5 years of relevant experience in a financial institution

- Experience in working with clients and designing customer journeys

- Experience in product management or customer segment management

- Strong understanding of Agile principles, practices and Scrum methodologies.

- Experience working in Agile teams to support digital transformation projects.

- Experience in process improvement and LEAN thinking methodologies

Quyền lợi

• Thưởng: Theo quy định công ty