(Senior) Customer Experience Manager
Core
Lead customer journey mapping and user experience design for Personal Banking to ensure seamless, high-quality interactions across all touchpoints.
Role type
Senior Customer Experience Manager (Personal Banking)
Builds
Customer personas, journey maps, service models, and strategic roadmaps for banking products.
Domain
Banking / Customer Experience / User Research
Deliverable
product features
Required skills
Customer journey mapping, user research, data analysis, UX/UI design, stakeholder influence, product strategy, regulatory knowledge, AI/data tools application
Preferred skills
AI-enabled design innovation, wealth management expertise, cross-border business knowledge, quantitative/qualitative synthesis
Technologies
MS Office, data analysis tools, UI/UX design tools
Responsibilities
Lead customer journey mapping and best-in-class user experience design; Collaborate with product and channel managers to optimize journeys; Plan and execute user research and synthesize data into design decisions; Design and deliver customer personas, journey maps, and service models; Develop standardized customer communication guidelines; Leverage customer feedback and analytics to enhance NPS and loyalty.
Seniority
Senior, hands-on IC