Client Experience Lead

Job Description

. This includes introducing a Net Promotor System to similar client centric framework and working closely with stakeholders across Digital, IT, Operations, Transformation, Marketing, Customer Insights, CMB, GBM and WPB to ensure capabilities across theGroup are leveraged to improve the experience for clients.Role Purpose Lead client experience activities across Asia including across the Digtialisation and Asian Wealth programmes. Co-ordinate with GPB Customer Experience Director and Design team. Ensure key client journeys are identified and agreed with stakeholders. Review and analyse complaint data and client feedback to identify customer experience issues, support the implementation of complaints system and data. Review competitors’ client experience (digital and non-digital) and compare to to identify gaps. Work with designers to support journey mapping / prototyping and journey visualisation, working together to prioritise the right solutions for the business. Prioritise key client journeys with stakeholders, utilising client feedback and complaints data and ensure that they are mapped and create an overall compelling experience for our clients. Identify the key pain points in client journeys, identify root causes and quick wins to improve client experience. Design and agree ‘to be’ client journeys with key stakeholders and plan how to move from existing client journey to the ‘to be’ state. Identify, document and make recommendations on opportunities to improve existing customer journeys across GPB Asia. Leveragingcustomer requirements and gathering inputs from key stakeholders to enable the creation and prioritization of an aspirational improvement roadmap. Introduce a focus on UHNW client experience and identify key pain points that require addressing. Lead the fixing of root causes by identifying the most efficient and effective solutions with key stakeholders, e.g. Digital, IT, Operations and Transformation Review and improve client experience metrics and MI reporting. Identify solutions ranging from simple suggestions (eg communications improvements) to far reaching solutions (eg process re-engineering involving IT prioritisation). Use research, systems thinking, landscape mapping and service design skills to support the strategy, development and evaluation of our offering. Address demanding product and systems problems, and translate what you learn into impactful models and artefacts that create alignment across product, engineering and design teams. Design hypotheses and studies that examine both user behaviours and attitudes Generate actionable insights that both fuel ideation and evaluate product experiences Conduct research using a wide variety of qualitative methods and a subset of quantitative methods, such as surveys, journey surveys and digital surveys utilising the banks tools. Work closely with the Client Panel Research Manager to ensure client and colleague feedback is obtained when designing new and improved client and colleague experiences Communicate results and illustrate suggestions in compelling and creative waysKnowledge and Experience / Qualifications5-10 years of relevant experience Strong understand of research and testing methodologies with a proven track record or portfolio showcasing these activities. Significant experience and knowledge of private banking and Wealth Management, preferably in Asia(min. experience with a major global bank or a top tier management consulting firm) Significant experience of introducing client focus and client experience disciplines across a complex organisation Analytical thinker with focus on Customer Experience, Customer Journeys, Service Design and Operational Workflow Leadership experience in complex organizations and record managing multiple stakeholders across business, technical and operational teams. Vast experience of User Centred Design methodology, experience of working with designers and creative teams Hands-on and delivery focused with strong competency with professional project planning, and other project management skills. Functional Design experience to map customer processes an advantage. Experience of relevant systems like JIRA, Confluence, APIs, AEM Experience in a global or regional roles, working effectively to deliver targets across diverse cultures. Ability to translate business and customer need to business/product requirements, customer journey mapping, technical assessments, organisational buy-in, launch, and ongoing management and business process re-engineering Energetic, Strong communication skills, good team player and stakeholder management A flexible approach to work Ability to coach and influence senior colleagues in an efficient and professional manner Graduate degree from a top tier university Minimum expectations: Bachelors degree in Computer Science, Human-Computer Interaction, Cognitive Science, Learning Sciences, Statistics, Psychology, related field, or equivalent practical experience. Preferred expectations: PhD in Psychology, Human Factors,Anthropology, Human Computer Interaction, a related field or equivalent practical experience. Experience in an applied research setting, including experience integrating user research into product designs. Proven experience with qualitative and quantitative user research activities. Formative and summative clients research activities - including exploratory methods, interviews, ethnographic studies, mental modelling, card sorting, focus groups etc