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Expert, Customer Experience Design

2 months ago

Hanoi, Vietnam Techcombank Full time

29 Jun 2023**Expert, Customer Experience Design (40000210)**:

- Category: Digital Office- Job Type:
- Facility: Digital**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 (1)**:

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.

**Key Accountabilities (2)**:

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.

**Key Accountabilities (3)**:

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.

**Key Relationships - Direct Manager**:
Director, Customer Experience Design

**Key Relationships - Direct Reports**:
**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**:

- Bachelor's or Master's Degree in a technical or business management discipline
- 6 Sigma certification (preferred)
- 5 years of relevant experience in a financial institution
- Experience in working with clients and designing customer journeys
- Experience in product management or customer segment management
- Strong understanding of Agile principles, practices and Scrum methodologies.
- Experience working in Agile teams to support digital transformation projects.
- Experience in process improvement and LEAN thinking methodologies

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