Senior Expert, Private and Priority

5 days ago

Hà Nội, Vietnam Techcombank Full time

4 Oct 2024**Senior Expert, Private and Priority (40001506)**:

- Category: Retail Banking Group- Job Type:
- Facility: Retail Banking**Job Purpose**:
Responsible for consulting with a high content of knowledge and expertise in Customer Knowledge Management; building a value proposition for the target customer segment; support/advise for direct leadership in orientation on developing solutions; Join the solution design / channel management teams and other units of the Division to ensure the provision of products and services according to customer needs and bring the best experience to customers.

**Key Accountabilities (1)**:

- "1.1 Determine customer segment / Customer understanding / Customer value chain
- Being the team's focal point providing knowledge with a high professional content, making prerequisites for relevant departments to conduct surveys and market research on the characteristics, behaviors, and perspectives of strategic customer segments / sub-segments, the purpose of which is to analyze the insights for the PKKH strategy group
- Identifying criteria, building and improving identification processes and models to identify Economic customer segments.
- Identify criteria, develop and improve identification processes and models to identify PKKH sub-sections to choose from
- Governance understanding Customers according to Segment / target sub-segment through coordination with relevant departments to collect and analyze information (analysis) on customer needs, market information and competitors

1.2 Build customer value positioning (CVP)
- As a focal point to give leads to relevant departments to conduct Research factors to assess CVPs orientation for strategic customer sub-segments and target customer segments.
- Build and propose positioning values (CVP) (including 5 components: Product, Price, Service, Convenience, Customer Experience) for segments and target customer segments.
- Participate in designing & proposing offerings packages for each target customer group to meet the CVP and optimize the value of the customer life cycle.
- Participate with solution design teams / channel management and other units of the Division to ensure the provision of products and services according to customer needs and bring the best experience to customers.

1.3 Determine a strategic customer group for business activities from time to time.
- Criteria for identification of tactical PKK subgroups
- Model to identify periodically operating tactical PKKH subsets
- List of strategic customer groups periodically identified"

**Key Accountabilities (2)**:

- "2. Comply with regulations and develop internal and system relationships:

- Coordinate with departments within the Division to complete the assigned work
- Strictly comply with the Bank's Labor Regulation.
- Perform work in accordance with policies, regulations, processes, internal instructions...
- Train, guide and mentor experts / senior specialists / team specialists to perform the above work and professional skills related to the functions and tasks of the department.

3. Other jobs at the request of the Senior Director / Director of Segmentation & Customer Value Positioning."

**Key Relationships - Direct Reports**:
**Success Profile - Qualification and Experiences**:

- Have a university degree or MBA in Economics; Bank; Customer segmentation or related fields.
- 12 years of experience in the field related to customer understanding management & customer value positioning; or equivalent financial sectors.
- Experienced in building Customer value proposition, oriented solutions based on CVP
- Have in-depth knowledge in reading, understanding and analyzing reports on market research, understanding market competitors..
- Understand the technology platform, system and make some requirements for the data analysis team
- Experience in project management or E2E management according to customer journey.
- Experienced in consulting/advising highly specialized in customer segmentation and positioning, having held consulting/advising positions for organizations/enterprises with similar fields.
- English: minimum TOEIC 600 or equivalent

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