• Drive customer-centric model in Personal Banking Business by leading customer journey / experience design across all customer segments, products and service channels
• Act as a pioneer in customer experience transformation, adopting Design Thinking as well as bringing in the latest market tools

• Partner with customer segments, product and channel managers to design the end-to-end omni-channel customer journeys using Design Thinking, identify pain points, moments of truth and areas for opportunity

• Collaborate with business stakeholders, functional teams to drive CX enhancement initiatives to improve Net Promoter Score for Personal Banking Business

• Design and implement CX measurement framework and govern the standards across the business, also develop tracking metrics and CX dashboard to measure progress of the initiatives on an ongoing basis

• Conduct CX review on user experience and customer communications prior to new products/ service launch to ensure meeting of standards

• Bachelor degree or above

• Preferably with major/minor in Business Administration / Marketing / Economics / Financial Management / Statistics

• Candidates should have at least 1 year experience in customer experience management, customer propositions / product management, digital channel development in Personal Banking Business or Sales and Marketing.

• Sound knowledge of Personal Banking products and services and familiar with local regulatory requirements, inter-bank market practices, etc.

• Knowledge of Design Thinking or Agile will be an advantage 

• Good command of both spoken and written English, Chinese and Mandarin

• Self-starter with a strong creative and problem-solving mindset

• Highly organized team player with good presentation skills

• Open-minded and passionate

Join Bank of China (Hong Kong)! Be a dynamic member of our team.

• We commit to excellence and professionalism
• We value people

We offer challenging and rewarding careers that will further your personal development.