Expert, Customer Experience Design (40000210)

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