Strategic Design Customer experience by using design thinking methodologies, insights derived from Big Data/AI, and Market research and establish execution roadmap and alignment with key stakeholders
Attract, lead, and develop a team of Data Analysts, Project Manager and Experience Designers to generate useful learnings and insights to drive new CX initiatives, improve digital customer experience and manage ongoing CX innovations
Generate new CX ideas and/or initiatives and develop robust, proactive pipeline of tangible collaboration/prototyping CX initiatives with stakeholders that will drive management sponsorship and engagement
Establish and analyze various qualitative and quantitative metrices to the success of new CX initiatives and/or innovations
Accountable for the successful delivery of CX innovations to plan, budget and agreed quality and governance standards, delivering to agreed business cases
Qualifications
Bachelor or higher degree
At least 10 years of experience driving digital/data driven innovation projects or equivalent that have measurable positive impact to customer experience
Good knowledge of overall CX ecosystem in Fintech/Digital platform
Experience in applied data analytics and science and customer insights
Expertise in Human Center Design and, Design Thinking methodologies
Experience in Banking and Financial services industry is advantageous
Demonstrated capabilities in stakeholder management at senior levels
Ability and mindset to work collaboratively across various functions
Good understanding of trends and themes in digital customer experience management using Big Data/AI
High level of intellectual curiosity and area comfortable with ambiguity
