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Assistant Manager, CX Designer - eChannels

Req ID:  4642
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.