Customer Experience Manager / Deputy Customer Experience Manager

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

Customer Experience Manager / Deputy Customer Experience Manager

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

If you are applying for in-scope position(s) under the Mandatory Reference Checking Scheme (i.e., A role carrying out regulated activities licensed by the IA, SFC & MPFA), you are required to undergo the Mandatory Reference Checking. Our responsible recruiter will inform you the details of the MRC process and the requirements in due course.

Company: China Mobile Hong Kong Company Limited

Location: Kwai Hing, Kwai Tsing District, HK