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Email Liên Lạc

Email: anhlh14@techcombank.com.vn

Thông Tin Tuyển Dụng

  • CNTT - Phần mềm, Dịch vụ khách hàng, Mỹ thuật / Nghệ thuật / Thiết kế, Ngân hàng, Quảng cáo / Đối ngoại / Truyền Thông, Truyền hình / Báo chí / Biên tập, Tiếp thị trực tuyến, Vận hành và Công nghệ ngân hàng
  • Cạnh Tranh
  • Nhân viên
  • Hà Nội
  • Nhân viên chính thức
  • Văn phòng Chuyển đổi (iPMO)
  • Đại học
  • 3 - 5 Năm

Hạn Chót Nhận Hồ Sơ

31/07/2020
* Ngân hàng sẽ trực tiếp liên hệ tới hồ sơ đạt yêu cầu tới vòng phỏng vấn

CX Designer

I. TRIBE PURPOSE

  • The Business Tribe will support the bank's digital strategy by identifying the needs of internal and external customers and by the development of products tailored to enrich customer experience throughout their lifecycle with the bank.
  • The Business Tribe will design and develop products that maximize value and ensure customer satisfaction through digital initiatives, increasing customer portfolio through converting visitations to applications within the digital platform.
  • The Business Tribe members are required to proactively research on market strategies, provide intelligence to the business and solve new and challenging problems.

II. ROLE PURPOSE

  • The CX Designer is responsible for ensuring a customer-centric approach, delivering a smooth and consistent customer experience across all touchpoints throughout their journey with the bank.
  • The CX Designer will design, develop and implement changes to drive a differentiating customer experience and improve customer engagement within target customer segments.

III. RESPONSIBILITIES: Customer Experience Design

  • Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience
  • Implement dynamic framework of system driven triggers and draft a roadmap of customer life stage events to support 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 workshop for projects / initiatives / process mapping, storyboarding, user persona, cost-impact analysis.

 

Domain Expertise

  • Minimum 3 years of relevant experience in a financial institution
  • Experience in working with clients and designing customer journeys
  • Experience in product management or customer segment management

Agile/Digital Experience

  • Strong understanding of Agile methodology and practices
  • Experience working in Agile teams or in a collaborative team environment which includes discussions around creative reviews, giving and receiving constructive feedback to and from team members and clients
  • 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)

Competencies

     a. Foundational: 

  • Digital Literacy: Understands advanced features of digital tools in the workplace (e.g. Trello, Jira, Confluence, Pivotal Tracker, Slack, etc.) and able to utilize them to meet objectives; tests and suggests new digital tools into the workplace
  • Agility & Innovation: Adapts and responds quickly to change, new opportunities, learns new behavior, and willingly considers new innovations when working with a scrum team
  • Impactful Communication: Demonstrates confidence when communicating with others. Engages others effectively and ensures that he/she makes a positive impression. Handles complex group or individual interactions with ease
  • Influencing & Negotiation: Understands the fundamentals of effective communication and is able to put forth one’s viewpoints clearly for common stakeholder management situations
  • Development Orientation: Understands the importance of continuous learning. Requires support to learn through formal and informal learning experiences
  • Problem Solving & Ownership: Creates relevant options for identified problems and selects an effective option based on information available; Proactively makes decisions and takes ownership of tasks to deliver solutions
  • Analytical Thinking: Organizes and synthesizes collected information and analyzes in a logical & systematic approach
  • Business Acumen: Understands  business goals & objective and its value to the customers
  • Financial Acumen: Understand company financial metrics and a project's direct financial impact
  • Strategic Orientation: Understands the implication of the bank on his/ her role and is able to focus on achievement of long-term goals along with immediate goals

b. Functional:

  • Design Thinking: Focuses on user-centric solution, taking into account people’s needs when building solutions
  • Quality orientation: Ensures the quality of developed product, guiding Jr. employee on quality audit and grades them against pre-set standards
  • Systematic Thinking: Sees the interrelationships between platform/ technology rather than linear cause effect chains

Ứng viên quan tâm vui lòng tải CV theo mẫu, lưu dưới dạng file excel và click vào nút "Ứng tuyển" để gửi hồ sơ về cho phòng Nhân sự.

Kết Nối Với Techcombank

 

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