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VP Customer Experience – Onboarding Process , Digital Bank

United Overseas Bank (Vietnam) Limited

Địa chỉ công ty: Central Plaza Office Building, 17 Le Duan, Ben Nghe Ward, District 1, Hochiminh City, Vietnam

Quy mô : Từ 1000 - 3000 nhân viên

Lượt xem: 239 |

Ngày cập nhật: 20/01/2019 (2 năm trước)

Tỉnh thành tuyển dụng: Hồ Chí Minh

Hạn nộp hồ sơ: Đã hết hạn nộp hồ sơ

Mức lươngThỏa thuận

chức vụChức vụ:Thực tập sinh
kinh nghiệmKinh nghiệm:Không yêu cầu
hình thức làm việcHình thức làm việc:Toàn thời gian cố định
yêu cầu bằng cấpYêu cầu bằng cấp:Không yêu cầu
yêu cầu giới tínhYêu cầu giới tính:Không yêu cầu
số lượng cần tuyểnSố lượng cần tuyển:Không giới hạn ứng viên

Mô tả công việc

( Xem thêm ) ( Rút gọn )
Responsibilities:
1. Responsible for the front-end design of customer journeys for the Digital Bank, collaborating with the Product, Credit, Marketing and regional Digital Banking teams.
Thoroughly understand the needs and behaviors of the addressed segments to design the end-to-end customer journeys and experience in the adoption of the self-service channels.
Rationalise and optimise the processes and data collection in those channels to fulfill the delivery of the value propositions to the customers by the Digital Bank in areas of acquisition and servicing, including the flow to non-Digital channels.
Lead immersion studies, usability testing and prototype creation with customers, stakeholders and staff. Experienced in influencing leaders across cross-functional and partner teams, and managing internal and external relationships.
Strong analytical and reporting skills including ability to identify issues and make recommendations for solution.
Participate actively in group and country roadmap planning in accordance to CoE ways of working, including country regulatory and sandbox projects.
Plan, coordinate and lead in user acceptance testing and live verification cut-overs with group and country stakeholders accordingly, including areas of test scenario development, test group(s) planning, etc.
2. Research and measure target customer’s experience with the Digital and non-Digital Bank.
Ability to garner customer insights through touch points, targeted surveys or research, and analyse the insights to prioritize customer episodes for re-design.
Ability to utilize digital platforms or digitization to lift customer experience, and roadmap deliverables from MVP to post-MVP phases.
Co-lead and project manage Local Regulatory Sandbox initiatives with GTO and local business and tech teams.
3. Regular engagement with Group and Local Compliance and AML teams to understand KYC landscape and changes to regulatory guidelines and frameworks.

Yêu cầu công việc

• General degree
• Design thinking and human-centered methodologies
• Strong project management skills
• Experience in change management/process transformation projects preferred
• Experience in AGILE project implementation preferred
• Minimum 8-12 years of related experience in change management/ process transformation projects, with working knowledge in branch/channel operations or efficiency teams.
• Good understanding of banking processes, banking regulations especially Customer On-boarding Process regulated by State Bank of Vietnam, digital and mobile banking system functionalities.
• Possesses strong process mapping/re-engineering skills. Good understanding of L1, L2 and L3 process mapping.
• Proficient in AGILE project management methodology and user story crafting through PM platforms (e.g. JIRA).
• Worked with front, mid & back office on capacity and exception handling.
• Experienced in design and delivery of digital solutions to end consumers.
• Must demonstrate strong analytical, problem solving, communication and creative skills.
• Experienced in designing Customer Experience journeys with an appreciation for customer pain points and solutions will be an advantage.

Quyền lợi được hưởng

- Under companys policy
so sánh lươngSo sánh lương Nộp hồ sơ

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