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Hang Seng Bank Limited

Senior Design Research and Enablement Manager - Digital Banking - Hang Seng Bank (HK)

Hang Seng Bank Limited Hong Kong
Posted 6 days ago Hybrid Job Permanent Competitive
Job description

A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Senior Design Research and Enablement Manager

Digital Banking

Well recognized in industry with 'Best Mobile Banking Service Award' in The Asian Banker Hong Kong Awards 2022 and 'Outstanding Digital Banking Service' in the Capital Outstanding eCommerce Awards 2021/22, Hang Seng Bank's acclaimed mobile app and creative digital capabilities continues to innovate and provide trusted banking, investment and wealth management services, taking care of individual's financial needs anytime, anywhere.
Join our Digital Banking Team, be part of the WPB transformation to accelerate in today's digitalized financial services ecosystem. Together, we'd champion innovative, seamless, convenient, best-in-class and hyper-personalized experience as well as customer-centric journey to over half of the Hong Kong adult population.
We are currently seeking a high caliber candidate to join our department as Senior Design Research and Enablement Manager.

Principal responsibilities
  • Be responsible and accountable for leading, driving and growing the Design Research and Facilitation discipline for the bank
  • Advocate of customer insights generation, best practices including interacting with key stakeholders. Champion prioritization of customer-centric product enhancements based on research and analysis to help set the strategy and product road map for the team
  • Provide product vision from a holistic point of view by connecting research and as well as different teams to rethink their current perspective to deliver best in class experience for our customers
  • Facilitate and collaborate with different stakeholders to help them understand the root of their problem in order to shape products vision, strategy and roadmap from customer perspective to inspire new ideas and put the bank at the forefront of experience design
  • Collaborate with designers to identify dependencies and ensure we're creating cohesive and coherent customer experiences
  • Drive strategic initiatives in partnership with design leadership to connect the dots across the organization and diplomatically navigate challenges
  • Guide team members on research from an end to end perspective
  • Define better research processes to allow the team to run research projects efficiently and effectively
  • Nurture an inclusive atmosphere that encourages collaboration between teams with constructive feedback
  • Coach, mentor and elevate team members to shape the way of working and create a space for each team member to grow
  • Manage external vendor relationship, to ensure deliverable are consistent and up to design research / UIUX design standards
  • Champion Design Operations excellence and continuously refine operational best practices, strengthen feedback and learning loops, devise and lead the implementation of our long-term design operations strategy
  • Define, evolve and advocate for new tools and operationalise our processes, tools, and practices
Requirements
  • 8+ years of relevant experience in research and UX related fields
  • 3+ years of experience managing a team of researchers and operation managers
  • Be able to demonstrate how research help business address their needs while advocating for customers and be able to balance different stakeholder needs
  • Self-starter with strong executive presence and a keen sense of ownership and commitment to work and passion for delivering results
  • Collaborative leadership and work style with the ability to effectively interact with and earn the trust of peers and senior management across the organisation
  • Great storyteller and communicator, able to speak fluently to business people, designers, engineers, and other stakeholders, convey insights and actions to senior business stakeholders, including the C-suite. Fluent in spoken and written English and Chinese
  • Expert understanding of research, workshop and facilitation methodologies and framework such as user-centered design methods, individual and group interviews, diary studies, direct observation, usability testing, etc
  • Have deep understanding of design principles, trends and working knowledge of design and prototype tools
  • Able to demonstrate critical thinking beyond business requests, show strong analytical and problem solving skills
  • Be detail driven, and able to manage across multiple, time-sensitive projects at the same time without compromising the quality of work.
  • Experience in working and managing external research vendors and managing projects
  • Great sense of ownership; take responsibility to assure quality by reviewing and evaluating team's work regularly.
Visit Hang Seng Career Page and sign up with our Talent Community to receive the latest information about our career opportunities in Hang Seng Hong Kong.

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Job ID  0000K96X
ABOUT COMPANY
Hong Kong
Retail Banking
Hang Seng is dedicated to providing excellent service. Our team members play a vital role in delivering top-notch products and services to our custome...
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