Journey Design Specialist - RB (Platforms Debit Card And Payments)

Design and continuously optimize seamless, intuitive and accessible end-to-end customer journeys across Cards and Payments products by translating customer needs, business objectives and operational requirements into scalable service and digital experiences. Transform customer pain points and business opportunities into future-state journeys, service blueprints, prototypes and backlog-ready solutions that improve customer outcomes and business performance.

• Design future-state customer, employee and merchant journeys across acquisition, issuance, activation and engage domains

• Map current-state journeys, exception paths, handoffs, drop-off points, operational dependencies and manual work

• Translate customer needs, business objectives and Voice-of-Customer insights into journey flows, service blueprints, wireframes, prototypes and design requirements

• Design simplified forms, screens, communications, servicing flows and interactions that reduce effort and improve conversion

• Conduct usability testing and prototype validation with customers and frontline users before development

• Define journey standards, experience principles and omnichannel consistency across digital, branch, RM, contact center and partner touchpoints

• Convert journey pain points into backlog items, user stories, acceptance criteria and design handoff packages with Product Leads and Business/Data Analysts

• Monitor journey performance and continuously refine journeys using customer feedback, NPS, usability findings, drop-off analysis and operational data

Yêu cầu công việc

Education:

• Minimum: Bachelor's Degree in Service Design, UX/UI Design, Human-Computer Interaction, Business, Marketing, Psychology or a related field

• Preferred: Master's Degree in Design, Service Design, Human-Computer Interaction or Digital Product Design; UX, service design or design thinking certification preferred

Experience:

• 5-8 years in customer journey design, service design, UX design or digital product design, preferably in banking, cards, payments or financial services

• Over 3 years designing omnichannel journeys across digital, branch, RM, call center, operations and partner touchpoints

• Experience conducting customer research, usability testing, journey mapping, service blueprinting, wireframing and prototype validation

Skillsets:

• Strong knowledge of journey design map, service blueprint, usability testing, interaction design, content design and accessibility

• Practical understanding of CASA, payment, transfer and debit card journeys, including acquisition, application, KYC, approval, issuance, activation, transaction, rewards and servicing

• Ability to convert pain points into target flows, backlog items, user stories and acceptance criteria with Product Owner and Business/Data Analyst

• Skilled in designing for omnichannel consistency across branch, RM, digital, partner, notification, statement and rewards touchpoints

• Strong visual communication and stakeholder facilitation skills to align business, operations and technology teams

Benefits & Compensation:

• Competitive compensation package commensurate with qualifications and performance.

• Opportunities to participate in professional and skills development training programs.

• High-quality health insurance coverage.

• 13th-month salary, public holiday and Tet bonuses, performance incentives, and other rewards.

• Summer travel allowance of VND 5,000,000 - 7,000,000 per employee.

Quyền lợi

• Thưởng: 13th-month salary, public holiday and Tet bonuses, performance incentives, and other rewards.
  Competitive compensation package commensurate with qualifications and performance.
• Chăm sóc sức khoẻ: High-quality health insurance coverage.
• Đào tạo: Opportunities to participate in professional and skills development training programs.
• Cơ hội du lịch: Summer travel allowance of VND 5,000,000 - 7,000,000 per employee.