JOB SUMMARY

This position will map customer journeys to develop comprehensive view of a customer’s experience with products and brands of Robinsons Bank. It will consistently and systematically perform research to capture customer feedback and identify areas for improvement. It will develop solutions, blueprints, personas and scenarios to enhance customer experience, improve business metrics, and increase customer engagement. It will provide expertise and assistance to BUs in redesigning and improving customer experience across touchpoints. It will develop internal customer orientation and mindset across functional teams within Robinsons Bank. It will continuously seek out industry best practices and develop skills to create new capabilities for CX / UX within the bank.

DUTIES & RESPONSIBILITIES (ESSENTIAL JOB FUNCTIONS)

•  Map customer journeys to develop comprehensive view of a customer’s experience with products and brands of the bank.
• Consistently and systematically perform research to capture customer feedback and identify areas for improvement
• Customer Experience and User Experience expertise, to improve the quality of digital solution delivery Develop solutions, blueprints, personas and scenarios to enhance customer experience, improve business metrics, and increase customer engagement
• Develop internal customer orientation and mindset across functional teams within RBank
• Continuously seek out industry best practices and develop skills to create new capabilities for CX / UX

QUALIFICAIONS (EDUCATION, EXPERIENCE, COMPETENCY)

• 2+ years’ experience in User and Customer Experience as applied to app development
• Demonstrated experience independently running customer experience initiatives
• Possession of customer-centric mindset and strong understanding of user experience
• Excellent verbal and written communication skills, able to interact effectively with various stakeholders
• Capable of researching, developing and defining customer experience requirements and strategy
• Specialized expertise with customer-centric design approaches – including journey mapping, product testing, rapid prototyping and iteration
• Capable of taking strategic view in balancing customer benefits with business impacts
• Good understanding of measurement KPIs that apply to CX / UX optimization
• Experience with agile software / app / technology development methods and develops processes