Head of Design & User Experience Head of Design & User Experience …

Standard Chartered Bank
in Singapore, Singapore, Singapore
Permanent, Full time
Last application, 06 Aug 20
Standard Chartered Bank
in Singapore, Singapore, Singapore
Permanent, Full time
Last application, 06 Aug 20
Head of Design & User Experience
About Standard Chartered
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.

To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.

We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.

The Role Responsibilities
  • Lead the UX and Design team for the S2B Platforms and Data Tools
  • Create superior Design across our platforms that drives stickiness and usage of the platforms
  • Lead and drive superior client experience strategy and design solutions across multiple digital channels
  • Develop and execute plans against the strategic direction to ensure superior consumer satisfaction and build loyalty with consumers
  • Create a rapid design implementation team that on a continuous basis perfroms A/B tests and can adjust design to clients' needs
  • Define and evangelize customer engagement and experience and principles thereof
  • Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, performance and customer touch-points
  • Systematic collection and application of customer experience insights for strategic advantage and growth.
  • Create, maintain, and manage an accurate database of client preferences and pertinent details. Capture data on a continuous base to quickly build our sales and service information database.
  • Establish and maintain strong customer relationships through regular meetings and communications.
  • Drive value creation for business and customers with use of insights, Net Promoter Score and other measures
  • Evaluate, analyze, and communicate consumers' behaviour and feedback trends on a continuous basis to internal teams including the delivery of monthly/quarterly status reports to all appropriate parties whenever necessary.
Our Ideal Candidate

Preferred Qualifications & Skills
  • Strong background in Design, customer research and analytics tools/ techniques, customer strategy, process improvement, human-centred design and performance management from a leading Brand or consultancy
  • Relevant work experience in transformation or driving of customer experience initiatives
  • Proven track record in creating designs that led to tangible business benefits (eg number of clients, visits, transactions)
  • Portfolio of successful designs available
  • Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
  • Business acumen to drive customer & business outcomes

Apply now to join the Bank for those with big career ambitions.

To view information on our benefits including our flexible working please visit our career pages . We welcome conversations on flexible working.