Customer Experience Manager / Deputy Customer Experience Manager

Bank of China (Hong Kong); Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Bank of China (Hong Kong) is seeking a Customer Experience Manager / Deputy Customer Experience Manager to lead customer journey mapping and deliver best-in-class user experience design within Personal Banking. You will collaborate with product, segment and channel managers to optimize journeys using Design Thinking and quantitative insights.

The role requires strong research capabilities, cross-functional influence, and English/Chinese fluency.

Qualifications

• Bachelora0 degree or above in a related discipline.
• Minimum of 6 years in banking with at least 3 years in CX/research/design/product management.
• Candidates with less experience may be considered for Deputy position.

Responsibilities

• Promote and implement customer-centric model in Personal Banking by leading journey mapping and UX design.
• Collaborate with segments, product and channels to optimize journeys using Design Thinking and data-driven insights.
• Plan and execute user research; synthesize data and translate into actionable design decisions.
• Design customer personas, journey maps, user stories, prototypes and service models; conduct CX reviews for launches.
• Develop and maintain standardized customer communication guidelines for clear tone and style.
• Leverage feedback, analytics to identify improvements and drive satisfaction and loyalty.
• Stay updated on CX trends and AI/data analytics applications in experience innovation.
• Support ad hoc projects and cross-functional initiatives.

Skills

Customer research

UX/UI design

Product management

Journey optimization

Data analysis

Stakeholder influence

Presentation skills

English & Chinese fluency

Design thinking

Moderating interviews

Education

Bachelora0 degree

Tools

Design thinking tools

Data analytics tools

UX research tools

Job description

Customer Experience Manager / Deputy Customer Experience Manager

• Bank of China (Hong Kong)
• China
• Sep 14, 2026

Technology Full-time

About Bank of China (Hong Kong)

Bank of China (Hong Kong) Limited operates as a bank. The Bank offers corporate, private, and I-free banking, wealth management, deposits, credit card, investments, insurance, loan, mortgages, and other financial services. Bank of China...

• Promote and implement customer-centric model in Personal Banking Business by leading customer journey mapping and best-in-class user experience design
• Collaborate with customer segments, product and channel managers to optimize customer journeys using Design Thinking, data-driven insights and emerging market tools. Identify pain points, moments of truth and innovation opportunities to ensure seamless, consistent and high-quality interactions across all touchpoints
• Plan and execute user research using a variety of methods, synthesize qualitative and quantitative data and translate insights into actionable design decisions, product enhancements, innovation or strategic roadmaps
• Design and deliver customer personas, customer journey maps, user stories, interactive prototypes and service models. Conduct CX reviews prior to product or service launch to ensure alignment with experience standards
• Develop and maintain standardized customer communication guidelines to ensure clarity, consistency in tone and style and emotional resonance across all customer touchpoints
• Leverage customer feedback & sentiment, behavioral data, and voice-of-customer analytics to identify improvement opportunities, enhance NPS and drive customer satisfaction & loyalty
• Be familiar with industry trends, emerging technologies and best practices in customer experience, product design, and user research, with a particular focus on the application of AI and data analytics in experience innovation
• Support ad hoc projects and cross-functional initiatives as assigned

Requirements:

• Bachelor’s degree or above, preferably in Psychology, Business Administration, Statistics, Data Science, Human-Computer Interaction, or a related discipline
• Minimum of 6 years of relevant experience in the banking industry, with at least 3 years focused on customer research, digital experience design, product management, customer journey optimization, UX/UI design, or innovation initiatives
• Candidates with less experience may be considered for Deputy Customer Experience Manager, depending on qualifications and background
• Strong understanding of Personal Banking products and services, with solid knowledge of regulatory requirements, market practices and compliance standards
• Proven expertise in a wide range of user research methodologies and a track record of translating insights into actionable product and design recommendations
• Prefer exceptional skills in both quantitative and qualitative data analysis, synthesis, and visualization. Ability to independently plan and execute end-to-end research studies, including moderating in-depth interviews and focus groups
• Ability to apply data analytics or AI-enabled tools to accelerate design innovation, incorporate behavioral insights and formulate business strategies, is a plus
• Outstanding presentation and storytelling skills, with the ability to influence stakeholders and collaborate effectively across cross-functional teams
• Self-motivated with strong creativity, critical thinking and problem-solving capabilities
• Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)
• Candidate with less experience will be consider as Deputy Customer Experience Manager