Customer Experience Lead — Journey Design & Innovation

Bank of China (Hong Kong) Limited; Hong Kong Island; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

China Mobile Hong Kong Company Limited is seeking a Customer Experience Manager to lead customer journey mapping and design improvements across Personal Banking. The role collaborates with product, segment and channel managers to optimize journeys using Design Thinking and data-driven insights.

The candidate will plan user research, synthesize qualitative and quantitative data, and translate insights into actionable product enhancements and strategic roadmaps.

Qualifications

• Bachelor's degree or above in a related discipline.
• Minimum 6 years in banking with emphasis on research and UX/design.
• Experience translating insights into product and design decisions.
• Proven expertise in user research methodologies and data visualization.
• Ability to plan end-to-end research studies and moderate interviews.

Responsibilities

• Lead customer journey mapping and drive best-in-class user experiences.
• Collaborate with segments, product and channel managers to optimize journeys.
• Plan and execute user research; translate data into design decisions and roadmaps.
• Create customer personas, journey maps, user stories, and prototypes.
• Review CX alignment before launches and maintain consistent tone across touchpoints.
• Utilize VOC, sentiment and analytics to enhance NPS and loyalty.
• Stay updated on AI, data analytics and CX best practices.

Skills

Customer research

UX/UI design

Product management

Data analysis

Stakeholder influence

Storytelling

AI/data analytics

Problem solving

English and Chinese

Team collaboration

Education

Bachelor's degree

Psychology

Business Administration

Statistics

Data Science

Human-Computer Interaction

Job description

China Mobile Hong Kong Company Limited is seeking a Customer Experience Manager to lead customer journey mapping and design improvements across Personal Banking. The role collaborates with product, segment and channel managers to optimize journeys using Design Thinking and data-driven insights.

The candidate will plan user research, synthesize qualitative and quantitative data, and translate insights into actionable product enhancements and strategic roadmaps.