(Senior) Customer Experience Manager

Bank of China (Hong Kong) Limited; Hong Kong; On-site; HKD 1,200,000 - 2,000,000; Full time

Job summary

Bank of China (Hong Kong) Limited is seeking a senior customer experience leader in Personal Banking to map journeys and design best-in-class interactions across touchpoints. You will drive research, synthesize insights, and translate them into product enhancements and strategic roadmaps.

With 10+ years in banking, you will collaborate with segments, product and channel managers, applying design thinking, data analytics and AI-enabled tools to improve NPS and loyalty while ensuring regulatory

Qualifications

• Bachelor’s degree or above in psychology, business administration, marketing, statistics, data science or related discipline.
• Minimum 10 years in banking with at least 5 years in customer research, digital experience design, or wealth management.
• Qualifications or certifications related to AI, data, or digital technologies are preferred.

Responsibilities

• Lead customer journey mapping and best-in-class CX design across Personal Banking touchpoints.
• Collaborate with segments, product and channel managers to optimize journeys using data-driven insights.
• Plan and execute user research; translate insights into actionable design decisions and roadmaps.
• Design customer personas, journey maps, user stories, prototypes and service models.
• Develop standardized communication guidelines to ensure consistent tone and style.
• Leverage feedback and analytics to identify improvements, boost NPS and loyalty.

Skills

Customer journey mapping

UX/UI design

Data analysis

Research methodologies

Stakeholder influence

Education

Bachelor's degree or above

AI/data/digital tech certifications

Tools

MS Office

UI/UX design tools

Job description

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, Marketing, Statistics, Data Science, or a related discipline

Candidates with qualifications or certifications related to AI, data, or digital technologies preferred

Minimum of 10 years of relevant experience in the banking industry, with at least 5 years focused on customer research, digital experience design, , customer journey optimization, UX/UI design, customer voice analysis, customer relationship management, or wealth management

Candidates with less experience may be considered for Customer Experience Manager, depending on qualifications and background

Strong understanding of Personal Banking products and services, knowledge of cross-border business and various wealth management products, along with relevant practical experience preferred

Solid knowledge of interbank market practices, local regulatory requirements, banking operations, and the principles of operational improvement, while also acquiring knowledge of risk management concepts, principles, and monitoring frameworks.

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

Proficiency in data analysis or UI/UX design tools

Self-motivated with strong creativity, critical thinking and problem-solving capabilities

Proficient in both written and spoken English and Chinese (Cantonese and Mandarin)

Proficient in Computer skills (e.g., MS Office, MS PowerPoint), Chinese and English typing, data analysis and application

Candidate with less experience will be considered asCustomer 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.