Senior CX Leader - Personal Banking Experience & Journeys

Bank of China (Hong Kong) Limited

Hong Kong

On-site

HKD 1,200,000 - 2,000,000

Full time

5 days ago

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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.