Senior/Expert, Customer Experience Design- TechcomLife

Top 3 reasons to join us

• Top-tier banking environment in Vietnam
• Challenging opportunities for the “Greater” You
• Attractive career path and benefits

Job description

Techcom Life – A Proud Member of Techcombank Ecosystem

As part of Techcombank’s integrated financial ecosystem, Techcom Life is built on a strong foundation of Health and Wealth, with a mission to empower individuals to live life to the fullest. We accompany each customer on their journey to achieve their aspirations, delivering holistic financial and well-being solutions that create lasting value.

Guided by the belief that true growth comes from the harmony of strength, security, and balance, Techcom Life brings together innovation, expertise, and care to help life grow bigger every day.

JOB PURPOSE 

- The job holder is responsible for ensuring a customer-centric approach, delivering a smooth and consistent customer experience across all touchpoints throughout their journey with the company.
- The job holder will design, develop and implement changes to drive a differentiating customer experience and improve customer engagement within target customer segments.

KEY ACCOUNTABILITIES

Customer Experience Design
- Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience.
- Implement dynamic framework of system driven triggers and draft a roadmap of customer life stage events to support holistic engagement of customers.
- Lead squads in identifying existing process inefficiencies as well as methods to save costs and improve user experience.
- Develop, implement and analyze feedback channels to identify pain points, define short term action points and permanent fixes to remove pain points.
- Implement tools and skillsets to plan, design and facilitate improvement workshop for projects / initiatives / process mapping, storyboarding, user persona, cost-impact analysis.

Managing Projects
- Manage project conflicts, challenges and dynamic business requirements to keep operations running at high performance.
- Work with team leads to resolve people problems and project roadblocks, conduct root cause analysis to help squads continuously improve their practices to ensure maximum productivity.

Managing Stakeholders
- Interface with stakeholders to understand pain points and gather inputs from data specialists to derive features development and enhancements on product.
Managing Talent
- Develop and coach more junior employees to identify gaps in their competencies and build development plans.

Your skills and experience

- Bachelor's or Master's Degree in a technical or business management discipline
- 6 Sigma certification (preferred)
- At least 5- 8 years of relevant experience in a financial institution
- Experience in working with clients and designing customer journeys 
- Experience in product management or customer segment management
- Strong understanding of Agile principles, practices and Scrum methodologies. 
- Experience working in Agile teams to support digital transformation projects.
- Experience in process improvement and LEAN thinking methodologies

Why you'll love working here

WHY BECOME IT/DATA EXPERTS AT TECHCOMBANK?

• Investing over 500 million USD to develop large-scale IT projects, Techcombank is one of the leading bank in Technology trends in Vietnam
• You will grow with Techcombank by having the opportunity to learn from top experts from across the world
• Techcombank provides a rewarding remuneration structure that commensurate with your achievement and contribution
• Techcombank is the Top 2 Best place to work in the banking industry where you can experience various exciting activities throughout the year: Company anniversary, Team building, Active Saturday , Year End Party, etc.