Senior CX Designer & Journey Architect

Bank of China (Hong Kong)

Hong Kong

On-site

HKD 900,000 - 1,200,000

Full time

14 days+

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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.