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Manager, Customer Experience Design
Ngân hàng Thương mại Cổ phần Kỹ Thương Việt Nam (Techcombank)
Job Purpose
The service design manager will be working through the entire design and delivery process, from framing problems to improving and re-imaging end-to-end experiences. The job holder will lead and evangelize the service design discipline within the bank enabling the harmonization of customer needs and business objectives.
Key Accountabilities (1)
End-to-end mapping and strategic insight
- Map, synthesize and visualize the holistic customer experience across channels, propositions and business lines.
- Plan and lead service design activities within projects.
- Use quantitative or qualitative analysis results to inform new strategies to improve UX.
- Develop service blueprints and journey maps to provide direction for new and improved customer journeys.
- Develop the Customer Journey roadmap to deliver on the bank's digital strategy vision, setting visions and directions for the Business Tribe.
- Manage user experience researchers to ensure consistency and consolidation of insights.
- Work closely with senior management teams and other tribe leads to craft the customer journey roadmap and design required services.
- Use design thinking, data and agile practices to solve customer/user and business problems.
- Leverage current and emerging trends to lead improvements to existing services and introduce innovative solutions.
Key Accountabilities (2)
People management
- Attract, onboard and retain the right talents for a high- performing team
- Communicate team and individual KRAs/ KPIs, goals, action plan, expectations and results to team members
- Manage team performance & provide feedback regularly (following the annual performance management cycle);
- Enable team member's professional and personal development through capability assessment, training, coaching & feedback, etc.
- Motivate and recognize team members' contributions towards the team's shared goal
- Responsible for developing talents within the team
- Act as a role model and promote corporate culture at sub- function level
- Understand & communicate relevant HR offerings to team members.
Key Accountabilities (3)
Key Relationships - Direct Manager
Head of Design Center of Excellence
Key Relationships - Direct Reports
UX researcher/expert
Key Relationships - Internal Stakeholders
Cross functional team members within Disvision and across Divisions
Key Relationships - External Stakeholders
Partners providing professional services
Success Profile - Qualification and Experiences
- 8 years of relevant experience in a financial institution with 4 years of experience in managing a team
- Extensive experience in stakeholder management and designing customer/user journeys
- Proven experience as service design practitioner
- Deep understanding of project management and workplace mediation
- Proven track-record in leading product and service design in Agile enterprises
- Solid experience in product and journey design in digital capability preferably in financial services industry
- Preferred experience of UX research
- Bachelor's or Master's Degree in design, Human-centered design or behavioural/social science
Thông tin chung
- Thu nhập: Thỏa thuận
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Vị trí Manager, Customer Experience Design do công ty Ngân hàng Thương mại Cổ phần Kỹ Thương Việt Nam (Techcombank) tuyển dụng tại Hồ Chí Minh, Joboko tự động tổng hợp mức lương Thỏa thuận, tìm thêm việc làm về Manager, Customer Experience Design hoặc công ty Ngân hàng Thương mại Cổ phần Kỹ Thương Việt Nam (Techcombank) ở các link phía trên
Giới thiệu công ty
Ngân hàng Thương mại Cổ phần Kỹ Thương Việt Nam (Techcombank)
Địa chỉ: Techcombank Tower, 191 Bà Triệu, Phường Lê Đại Hành, Quận Hai Bà Trưng, Hà Nội
Quy mô: Từ 5000 - 10000 nhân viên