Mô tả công việc
A. Customer Experience Design
- Lead squads to identify new data insights that can be used to enrich the customer journey for a better customer experience.
- Implement a dynamic framework of system-driven triggers and draft a roadmap of customer life stage events to support the 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 workshops for projects/initiatives/process mapping, storyboarding, user persona, cost-impact analysis.
B. 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 post mortem and root cause analysis to help squads continuously improve their practices to ensure maximum productivity.
C. Managing Stakeholders
- Interface with stakeholders to understand pain points and gather inputs from data specialists to derive features development and enhancements on the product.
D. Managing Talent
- Develop and coach more junior employees to identify gaps in their competencies and build development plans.
- Lead squads to identify new data insights that can be used to enrich the customer journey for a better customer experience.
- Implement a dynamic framework of system-driven triggers and draft a roadmap of customer life stage events to support the 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 workshops for projects/initiatives/process mapping, storyboarding, user persona, cost-impact analysis.
B. 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 post mortem and root cause analysis to help squads continuously improve their practices to ensure maximum productivity.
C. Managing Stakeholders
- Interface with stakeholders to understand pain points and gather inputs from data specialists to derive features development and enhancements on the product.
D. Managing Talent
- Develop and coach more junior employees to identify gaps in their competencies and build development plans.
Yêu Cầu Công Việc
Domain Expertise
- 8 to 12 years of relevant experience in a financial institution, with 2 years of experience in managing a team
- Good English communication
- Deep experience in working with clients and designing customer journeys
- Deep experience in product management or customer segment management
Agile / Digital Experience
- 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
Qualifications
- Bachelor's or Master's Degree in a technical or business management discipline
- 6 Sigma certification (preferred)
Personal Attributes
- Proactive and passionate about resolving pain points through customer research and design
- Sees value in the iterative approach to design
- Takes ownership for design solutions and speaks up to ensure the user angle is heard and understood
- Believes in the non-hierarchical culture of collaboration, transparency, and trust across the team
- 8 to 12 years of relevant experience in a financial institution, with 2 years of experience in managing a team
- Good English communication
- Deep experience in working with clients and designing customer journeys
- Deep experience in product management or customer segment management
Agile / Digital Experience
- 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
Qualifications
- Bachelor's or Master's Degree in a technical or business management discipline
- 6 Sigma certification (preferred)
Personal Attributes
- Proactive and passionate about resolving pain points through customer research and design
- Sees value in the iterative approach to design
- Takes ownership for design solutions and speaks up to ensure the user angle is heard and understood
- Believes in the non-hierarchical culture of collaboration, transparency, and trust across the team
Ưu tiên với ứng viên
- 6 Sigma certification (preferred)
Tại sao ứng viên nên ứng tuyển vào vị trí này
We always strive to attract, develop, engage and retain employees with our best. We believe "people" is the most valuable resource so that we provide all eligible team members with a comprehensive set of benefits designed to protect their physical and financial health. It includes but not limited to:
- Health Plans;
- Financial wellness;
- Paid time off;
- Flexible schedule;
- Engagement activities;
- Modern facilities
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 commensurates 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 Off,
- Year-End Party, etc.
- Health Plans;
- Financial wellness;
- Paid time off;
- Flexible schedule;
- Engagement activities;
- Modern facilities
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 commensurates 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 Off,
- Year-End Party, etc.
Quy trình phỏng vấn
2 rounds: Interview with Design Lead and Design Challenge
Thông tin thêm
- Không open cho expat
- Working location: 191 Ba Trieu, HN
- Vị trí này là advance của UX Design, ngoài ra cần có thêm kĩ năng research, đánh giá behavior, từ đó phân tích KH muốn gì và design sản phẩm theo customer journey > Do đó, nếu tìm thuần CX từ các cty như là Lazada, của các cty fintech > ko phù hợp vì những người này chỉ thuần CX, chứ chưa có kinh nghiệm làm UX Designer
- Hiện tại có 2 Design Lead thôi (đều là người nước ngoài)
- Quy trình phỏng vấn:
+ Vòng 1: phỏng vấn với 2 anh Design Lead (người nước ngoài) > 2 anh này hơi academic 1 tí
+ Vòng 2: làm design challenge (đưa trước 30’ > uv brainstorm và chuẩn bị, có câu hỏi tiếp cận như thế nào, làm sao để giải quyết vấn đề để hiểu được yêu cầu đề bài, để hiểu demand khách hàng > sau đó design sản phẩm. TCB muốn xem cách approach và problem solving của ứng viên)
- Working location: 191 Ba Trieu, HN
- Vị trí này là advance của UX Design, ngoài ra cần có thêm kĩ năng research, đánh giá behavior, từ đó phân tích KH muốn gì và design sản phẩm theo customer journey > Do đó, nếu tìm thuần CX từ các cty như là Lazada, của các cty fintech > ko phù hợp vì những người này chỉ thuần CX, chứ chưa có kinh nghiệm làm UX Designer
- Hiện tại có 2 Design Lead thôi (đều là người nước ngoài)
- Quy trình phỏng vấn:
+ Vòng 1: phỏng vấn với 2 anh Design Lead (người nước ngoài) > 2 anh này hơi academic 1 tí
+ Vòng 2: làm design challenge (đưa trước 30’ > uv brainstorm và chuẩn bị, có câu hỏi tiếp cận như thế nào, làm sao để giải quyết vấn đề để hiểu được yêu cầu đề bài, để hiểu demand khách hàng > sau đó design sản phẩm. TCB muốn xem cách approach và problem solving của ứng viên)
Địa Điểm Làm Việc
Hà Nội / HCM
