Job Description

If you are looking to excel and make a difference, take a closer look at us Key Responsibilities: * Design and develop customer centric strategies across the customer stages - Attract, Acquire, Transact and Engage - aiming to create deligh If you are looking to excel and make a difference, take a closer look at us Key Responsibilities: Design and develop customer centric strategies across the customer stages - Attract, Acquire, Transact and Engage - aiming to create delightful digital human customer experience with the aim of achieving higher CSAT, driving customer advocacy (NPS) and business outcomes (e.g. increase in customer acquisition, revenue and cost optimization). Ideate, design, execute and drive digital innovations using Design Thinking and Agile methodologies across the bank including Retail Banking, Business/SME Banking, Islamic Banking and HLB's regional operations (Singapore, Vietnam & Cambodia). Work with our technology teams and partners to identify and enable solutions to bring the ideas to life including cloud based technologies, APIs, A.I/Machine Learning solutions (e.g. natural language processing, natural language understanding, machine vision etc.) Manage and collaborate with cross-functional stakeholders (e.g. product, channel, technology, operations & supporting business functions) and external partners (e.g. bigtechs, fintechs and start-ups) to drive high impact digital & innovation initiatives. Examples of digital & innovation initiatives include the digitalizing customer journeys (e.g. branches, call center, sales force enablement), creating seamless online-to-offline / offline-to-online omni-channel experience, enhancing our next generation mobile and web experience, forging partnerships with bigtechs, fintechs and startups, or even initiatives that may potentially change and disrupt the market. Drive change management activities to increase collaboration, transparency, ownership and promote a culture of experimentation and innovation. Facilitate and lead design thinking workshops - from defining opportunities, mapping existing and future digital customer journeys as well as facilitating ideation, design, prototyping and usability testing sessions Key Requirements: Past experiences in design thinking, process re-engineering (LEAN, Six Sigma) and project management (PMP) especially on new technology adoption projects would be desirable Minimum 5-7 years of relevant work experience Candidates with working experiences from fintechs, startups, technology companies and consulting firms are welcomed Experienced in leading design thinking and facilitating co-creation workshops across various levels of an organization Experienced in business case development, business analysis frameworks (e.g. SWOT) Experienced with design and collaboration tools such as Mural and Miro