Specialist, Customer Experience, Consumer Banking Specialist, Customer Experience, Consumer Banking …

DBS Bank (Hong Kong) Limited
à Hong Kong
CDI, Plein-temps
Soyez parmi les premiers à postuler
Competitive
DBS Bank (Hong Kong) Limited
à Hong Kong
CDI, Plein-temps
Soyez parmi les premiers à postuler
Competitive
See job description for details
Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities:
Customer / Employee Journey
  • Collaborate with key business functions and products to consistently deliver end-to-end customer experience across channels and touchpoints for improving customer journey
  • Take the lead and be the change agent to communicate effectively & work closely with squad members for delivering various initiatives
  • Drive journey and agile thinking with data and technology in use to deliver, drive, manage and measure operation process workflow, customer journey, business initiatives for digital adoption and transformations projects
  • Build and embrace change mindset to drive for changes in Customer Banking Operations' ways of working for implementing change
  • Take ownership of change management from customer and employee journey re-design for establishing a journey thinking model
  • Identify and deliver Customer & Employee Journey across the business through employing journey methodologies and the application of Agile thinking.
  • Introduce best practice and innovation ideas in solutioning
Project / Initiative Implementation
  • Understand business and technical requirements, working with internal and external stakeholders
  • Experience in prototyping and iterating to demonstrate interactive experiences and communicate design concepts with solid rationale
  • Support users in liaison with Tech support teams to resolve in-use system issues and defects from journey for design best-fit solution with tech, users, risk SME and stakeholders
  • Define processes and controls in manual procedure to manage potential operations and customer impact
  • Proven experience in journey mapping with the use of data to design and provide insights for productivity improvement initiatives generation and operation improvement
  • Post implementation review for measuring the effectiveness of project / initiatives
Requirements:
  • University Degree Holder with minimum 5-year experience in designing large-scale end to end customer journey and process flow that meet business goals for long-term success in financial institutions
  • Good knowledge of user research methods including usability testing, field study, A/B testing etc.
  • Working knowledge of design and prototyping tools to generate, visualize and iterate ideas and solutions
  • Strong customer experience strategy development, customer insights and process mapping experience
  • Experience with data analysis using different tools (e.g. Qlikview, Qliksense, Tableau) is preferable
  • Able to work independently, excellent interpersonal and communication skills
  • Proficient in MS Office
  • Proficiency in spoken / writing skills in both English and Chinese
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
We regret only shortlisted candidates will be notified.
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