Customer Experience/User Experience - Digital & Technology, Seabank

About The Team

The SeaBank team enables and drives innovation by providing a range of financial products and services to both individuals and SMEs. Its mission is to better the lives of individuals and businesses in the region with financial services through technology. SeaBank is a part of Sea Limited, a leading global consumer internet company.

• Develop strategies for organizational improvement, touchpoint / channel design, and Customer Experience (CX) service delivery improvements
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
• Identify opportunities for product development based on user needs, market conditions and competitors.
• Monitor the process of making customer feedback analysis reports and formulate follow-up to key takeaways and corrective action plans.
• Establish and maintain the vision of the overall user experience across all SeaBank products / features leveraging human-centered design, usability, and other applicable best practices.
• Formulate targets and metrics related to the customer journey that are relevant to the product development strategy.
• Aligning deliverables with overall user experience strategies optimizing overall customer and end-user experience across all engagement and interactions within the app.
• Champion customer needs internally and mobilize other relevant resources to to maximize customer impact.
• Monitor the process of collecting customer feedback from various available channels and checking reports related to the results of customer feedback analysis.

Requirements

• 4-5+ years of relevant experience in consulting/banking/fintech. Prior experience in cx consultancy firm a plus.
• Bachelor's Degree, with a focus in Design, IT/Technology, or Business
• Experience in creative methods and complex design workflows (facilitating workshops, benchmarking, low-to-high prototyping, usability walkthroughs, user testing etc.)
• Strong communication skills including written, analytical, presentation and verbal in both English and Bahasa Indonesia.
• Product centric mindset. Focus on the digital CX and helping product and design to discover and deliver on new opportunities.
• Experience with CX Strategic thinking and experience design principles.
• Leadership experience; proven track record in mentoring and guiding CX/UX team on project work as well as professional development preferable.