Overview

Experience Design

Customer Experience Insights Manager (CX Metrics Team, Group Customer Experience) – (2400017W)

Description

 

The Opportunity
Do you enjoy the challenge of creating clarity within a complex world of quantitative and qualitative data?

As an experience insights manager, you will work on researching the customer and colleague experience to gain actionable insights that improve their experience.

You have a deep interest in both qualitative and quantitative research and you are able to think in customer journeys. You understand how different types of data and research methodologies can contribute to painting a wholistic picture of how the customer experiences their journey. You are detail oriented and forward thinking, with the tenacity and energy to solve complex challenges under demanding time constraints. You’re able to create simple and actionable insights out of a wide range of data sets.

Join a passionate, multi talented research design team, within a highly collaborative and supportive environment to create in depth end to end financial journeys for personal and business banking customers. The team has been acknowledged as Asia’s Top Design Practice at the Singapore Design Awards and has amassed multiple SG Good Design Mark awards since 2014. This is a high impact and internally visible role that will positively influence customer experience with the OCBC Bank Group.

What you’ll be doing

  • Build relationships and collaborate with experience designers, product management, data office, tech development and external agency teams to measure the customer experience across their end-to-end journeys;
  • Frequent reviews of journey performance and customer feedback with experience design colleagues and CX committee;
  • Frequent stakeholder presentations on NPS and Journey tracking programmes;
  • Participate in customer interviews and journey mapping exercises to fully understand the customer and colleague journeys;
  • Correlate experience data to operational and financial da ta to measure the drivers of value for the bank;
  • Contribute to the maturity of insights capabilities and development of predictable analytics within GCX.

 

Qualifications

 

You’ll succeed because

  • You have spent at least 3 years in a customer research role and know how to extract and formulate insights from large quantities of qualitative feedback. Great if you have experience with Qualtrics;
  • You have strong execution skills with surveys and data visualisation. Great if you have experience with PowerBI or Qlikview;
  • You understand Design thinking and customer journeys. Great if you understand how to use journey maps, flow charts and wireframes;
  • You have excellent interpersonal and communications skills because you understand that the end product is only as good as the collaboration between the research, design, product and engineering teams;
  • You have good presentation and communication skills that lets you effectively communicate experience research and insights to a large group of cross functional stakeholders. You can tell a powerful story;
  • You are a natural collaborator with a growth mindset. You enjoy sharing your domain knowledge with others. Yet, you can work autonomously, be self driven and meticulous to get the details right;
  • You exhibit grace under pressure and understand that CX is a team sport.

 

Primary Location

: Singapore

Job

: Experience Design

Organization

: Experience Design

Schedule

: Permanent

: Full-time

Job Posting

: 28-Aug-2024, 1:33:52 PM

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About OCBC Bank

OCBC is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is now the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

OCBC and its subsidiaries offer a broad array of commercial banking, specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services.

OCBC’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has more than 570 branches and representative offices in 19 countries and regions. These include about 300 branches and offices in Indonesia under subsidiary Bank OCBC NISP, and over 90 branches and offices in Mainland China, Hong Kong SAR and Macau SAR under OCBC Wing Hang.

OCBC’s private banking services are provided by its wholly-owned subsidiary Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals.

OCBC's insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia. Its asset management subsidiary, Lion Global Investors, is one of the largest private sector asset management companies in Southeast Asia.