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Mô Tả Công Việc
Job Purpose- Build and lead a specialized function focusing on investor behavior research and customer experience optimization across all touchpoints within the securities products and services ecosystem.- Advise product development, design, marketing, and operations teams on user experience strategies.- Ensure all product development decisions and ecosystem-building policies are grounded in deep understanding of investor behaviors and customer insights.- Implement customer experience measurement frameworks across the user journey, driving continuous improvement to enhance experience and support business goals.Key Responsibilities1. Lead Experience Research Strategy- Design UX/CX research orientation tailored to specific investor segments (e.g., first-time investors, experienced individuals, institutional clients).- Lead the development of Customer Journey Maps and Experience Maps.- Provide actionable recommendations to improve products and services based on research findings.2. Team Building & Management- Recruit, train, and manage a cross-functional team including UX/CX Researchers, Behavioral Insight Analysts (Data), and UX Writers/Content Strategists.- Establish internal research procedures and standardize research documentation.3. Product & Communication Strategy Advisory- Deliver strategic insights to inform product development priorities aligned with real investor needs.- Work directly with Product Owners (PO) and Business Analysts (BA) to prioritize product backlog based on user experience impact.- Collaborate with Marketing to tailor communication campaigns to distinct user psychographics.- Architect user experiences across App/Web/securities trading platforms—from account opening, deposits/withdrawals, order placements, portfolio monitoring to asset reporting. Provide input on UI content, push notifications, onboarding flows to ensure investor-friendliness and trust.4. Measurement & Reporting- Set up UX/CX performance metrics such as NPS, CSAT, Retention Rate, Task Completion Rate, etc.- Analyze behavioral data and user feedback to generate periodic insights for executive leadership.- Deliver regular reports on the impact and effectiveness of user experience improvements.5. Internal Communication & Training- Organize workshops to share user insights with product, operations, and customer support teams.- Coach POs/BAs on design thinking and user research skills.- Continuously update UX/CX trends in finance and securities industries to refine research methodologies.
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Yêu Cầu Công Việc
Knowledge & Experience- Minimum 5 years of experience in UX/CX Research, preferably in securities firms, digital banking, or fintech companies.- Strong understanding of investor behavior and financial/securities knowledge is required.- Experienced in designing user research processes, A/B testing, quantitative surveys, and qualitative interviews.Skills- Proficient in analyzing user behavior, market segmentation, and using tools such as Hotjar, Mixpanel, Google Analytics, Maze, Miro, etc.- Excellent communication and storytelling skills, with the ability to translate insights into compelling narratives for both technical and business audiences.- Strong team and project management skills in a cross-functional environment.Attributes- Detail-oriented, empathetic, and highly attuned to user pain points.- Systematic and logical thinker with a data-driven mindset.- Deeply customer-centric in all approaches.
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Hình thức
Full-time
Mức lương
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