Senior Associate, CX Designer/Engineer - eChannels

Req ID:  4847
Job Description: 

Summary

  • Responsible to execute the design of customers’ journeys with a focus on reshaping the customer experience to maximize conversion
  • Responsible to deliver seamless customer experience by implementing and optimizing the entire customers’ journey in improving customer relationship, dedication, and satisfaction
  • Work closely with various stakeholders to solve challenges or gaps identified in delivering CX programs
  • Responsible to execute and deliver the design and map of customer journey and experience across all targeted segments, as well as to track and monitor the deliverables
  • Responsible to execute the organization’s overall customer experience goals

 

Key Responsibilities

 

Customer Experience

  • Responsible to execute holistic customer journeys to drive customer conversion rates across all stages of engagement at all customers’ touchpoints
  • Responsible to support and 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 implement the standards procedures for ensuring optimal customer experience
  • 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

 

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

 

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 software programming
  • 2-3 years experiences in relevant proven experience in customer experience role, preferably experience working in Agile
  • Excellent development skills in the latest JavaScript, PHP, HTML, CSS, SQL, Adobe, Google Analytics, SEO
  • Good understanding in design thinking methodologies and its application to UX/CX
  • Must have an optimal 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.