Expert, Customer Experience Design

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Job Purpose
- The job holder is responsible for ensuring a customer-centric approach, delivering a smooth and consistent customer experience across all touchpoints throughout their journey with the bank..
- The job holder will design, develop and implement changes to drive a differentiating customer experience and improve customer engagement within target customer segments.
Key Accountabilities
Customer Experience Design
- Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience.
- Implement dynamic framework of system driven triggers and draft a roadmap of customer life stage events to support holistic engagement of customers.
- Lead squads in identifying existing process inefficiencies as well as methods to save costs and improve user experience.
- Develop, implement and analyze feedback channels to identify pain points, define short term action points and permanent fixes to remove pain points.
- Implement tools and skillsets to plan, design and facilitate improvement workshop for projects / initiatives / process mapping, storyboarding, user persona, cost-impact analysis.
Managing Projects
- Manage project conflicts, challenges and dynamic business requirements to keep operations running at high performance.
- Work with team leads to resolve people problems and project roadblocks, conduct root cause analysis to help squads continuously improve their practices to ensure maximum productivity.
Managing Stakeholders
- Interface with stakeholders to understand pain points and gather inputs from data specialists to derive features development and enhancements on product.
Managing Talent
- Develop and coach more junior employees to identify gaps in their competencies and build development plans.