Senior Expert, Customer Journey Design

2 days ago

Hà Nội, Vietnam Techcombank Full time

2 Jun 2025

**Senior Expert, Customer Journey Design (Life Insurance Project)**:

- Category: Retail Banking Group
- Job Type:

- Facility: Retail Banking

**Job Purpose**:

- As a UX Designer you will shape and design products that improve the lives of our customers
- You will unearth deep insights in customer needs and behaviors and translate them into clear design challenges the direct the team’s work to solve the right problems
- You will deliver the overall design architecture, user interface, specifications & requirements for the look, feel and functionality of products and services, including apps, websites, software, IRL services.

**Key Accountabilities (1)**:
A. User Experience Design
- Drive discussions with developers and squad members to understand business goals while effectively communicating design ideas.
- Use critical thinking to challenge the status quo and reveal deep customer insights and design challenges
- Develop creative and new user interface components and style guides based on business requirements.
- Conduct research and optimize existing user interface design while testing for usability and experience.
- Drive development of design concepts and implementation; take input on user design considerations from more junior team members.
- Review functional specifications and participate in the development of design for functionality and user interface.
- Review changes or enhancements for alignment with desired user experience design and satisfaction standards and drive improvement changes.
- Use design tools to create storyboards, samples, prototypes and templates for demonstrations and user testing.

**Key Accountabilities (2)**:
B. Design Documentation
- Proactively collect business requirements from tribe members to translate into design documents

C. User Research and Testing
- Evaluate market and user experience research and results.
- Propose updates to design architecture based on discovered trends and patterns.
- Perform user design research, including aggregation and analysis of primary and secondary research data, for consumer and user design acceptance and overall user experience. Test prototype interface and feasibility of products.

**Success Profile - Qualification and Experiences**:

- Experienced working in Life Insurance Industry is considered a prior
- 6 to 8 years of relevant experience in user experience design work
- Deep experience and knowledge in workshop design and facilitation skills
- Experience in designing consumer quality experiences and products on both web and mobile platforms
- Experience in designing clear and creative artifacts (task flows, wireframes, mockups and prototypes)
- Experience with planning and conducting user research, user testing, IA research (cardsorting and tree-testing), A/B testing and rapid prototyping
- Skilled with at least one advanced prototyping tool (e.g. Axure, Framer)
- Skilled with at least two visual design tools (Figma and SketchApp) Experience as a Designer in an agile team, along with detailed working knowledge of Agile
- Experience working in Agile teams or in a collaborative team environment which includes discussions around creative reviews, giving and receiving constructive feedback to and from team members and clients. Bachelor's Degree in design, HCD or behavioural/social science

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