Assistant Manager, CX Designer - eChannels

Req ID: 4641

Job Description:

Summary

Responsible to create satisfying or compelling experiences for users of a product, with a focus on reshaping the customer experience to maximize conversion
Responsible for the support and delivery of customer experience
Responsible for the delivery of planning, design, implementation and optimization of the entire customers’ journey in improving customer relationship, dedication and satisfaction
Work closely with various stakeholders to drive CX programs and initiatives
Responsible to execute and deliver the design and map of customer journey and experience across all targeted segments
Responsible to deliver seamless customer experience across the organization through the execution of the design implementation
Responsible to execute the organization’s overall customer experience goals

Key Responsibilities

1. Customer Experience

Responsible to execute and deliver holistic customer journeys to drive customer conversion rates across all stages of engagement at all customers’ touchpoints
Responsible to implement CX advocacy campaigns to create visibility of the Bank’s alignment commitment towards its CX promises and sustainable culture to deliver unrivalled customer service
Responsible to deliver the implementation of standards procedures for ensuring optimal customer experience
Responsible in delivering and executing the UX of the website and other digital channels
Responsible to ensure that customer satisfaction across all engagement points is paramount and embed relevant measures across a range of events and customer focused activities
Work and collaborate closely with all other business functions consistently in delivering great end-to-end experience across stages, channels and touchpoints in the customer journey

2. Risk, Control & Governance

Ensure adherence and compliance to all internal policies/guidelines and external regulatory requirements
Comply with parameter agreed with Risk Management, Shariah, Compliance, internal and external auditors and regulatory bodies
Acknowledge and conform that all non-compliance to the regulators and internal procedures will invoke penalty and reprimand
To ensure compliance of all the service level agreement

3. Project Management

To take part in identifying new requirement, processes and ensure implementation of required projects
To provide support and assistance in providing new / updated business requirement for any enhancement or revised processes for the relevant products and services
To partake in any user acceptance and post implementation testing as and when required
To fulfil the learning requirement and mandatory e-courses as required by Group Human Resource, ORMD, Shariah and Compliance Division

Requirements

Degree in any related discipline or equivalent experience.
2-3 years experiences in relevant proven experience in leading Customer Experience role, preferably experience working in Agile and Design Thinking certified
Good understanding in design thinking methodologies and its application to UX/CX
Excellent experience with CMS, Adobe, and other software for UIUX and Video creation and editing
Must have an expert understanding of touchpoints across the entire customer journey
Possess high operational-driven. Inclination towards a positive-driven culture.
Excellent communication, interpersonal with good characteristics.
Be an assertive and innovative team player, highly independent, committed, self-motivated, resourceful and result-oriented.
Experience of working in fast-moving banking environment
Ability to network across a variety of functions at various levels and external parties.