Senior CX Architect — AI-Driven Banking Journeys

Bank of China; Hong Kong; Sur place; HKD 600 000 - 1 200 000; Plein temps

Résumé du poste

Bank of China in Hong Kong seeks a Senior Customer Experience Lead for Personal Banking to drive customer-centric strategies and optimization of journeys across channels. You will lead research, design personas, maps and stories, and collaborate with product teams to deliver high-impact improvements.

The role requires 10+ years in banking, strong data/UX capabilities, and fluency in English and Chinese. Experience with AI, data analytics, and wealth management is a plus.

Qualifications

• Bachelor’s degree or above in a related discipline (Psychology, Business Administration, Marketing, Statistics, Data Science)
• Minimum of 10 years of relevant banking experience; at least 5 years in customer research, digital experience design, or journey optimization
• Strong understanding of Personal Banking products and services, wealth management exposure preferred
• Excellent presentation and storytelling skills with ability to influence stakeholders
• Proficiency in English and Chinese (Cantonese and Mandarin)
• Proficiency in MS Office and data analysis applications
• Candidates with AI/data certifications preferred
• Candidates with less experience may be considered for Customer Experience Manager

Responsabilités

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

Connaissances

Data analysis

UX research

Presentation

Stakeholder collaboration

Bilingual English/Chinese

Formation

Bachelor’s degree or above (Psychology/Business/Marketing/Data Science)

Outils

Data analysis tools

UI/UX design tools

Description du poste

Bank of China in Hong Kong seeks a Senior Customer Experience Lead for Personal Banking to drive customer-centric strategies and optimization of journeys across channels. You will lead research, design personas, maps and stories, and collaborate with product teams to deliver high-impact improvements.

The role requires 10+ years in banking, strong data/UX capabilities, and fluency in English and Chinese. Experience with AI, data analytics, and wealth management is a plus.