Techcombank
Techcom Life – A Proud Member of Techcombank Ecosystem
As part of Techcombank’s integrated financial ecosystem, Techcom Life is built on a strong foundation of Health and Wealth, with a mission to empower individuals to live life to the fullest. We accompany each customer on their journey to achieve their aspirations, delivering holistic financial and well-being solutions that create lasting value.
Guided by the belief that true growth comes from the harmony of strength, security, and balance, Techcom Life brings together innovation, expertise, and care to help life grow bigger every day.
JOB PURPOSE
- The job holder is responsible for ensuring a customer-centric approach, delivering a smooth and consistent customer experience across all touchpoints throughout their journey with the company.
- The job holder will design, develop and implement changes to drive a differentiating customer experience and improve customer engagement within target customer segments.
KEY ACCOUNTABILITIES
Customer Experience Design
- Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience.
- Implement dynamic framework of system driven triggers and draft a roadmap of customer life stage events to support holistic engagement of customers.
- Lead squads in identifying existing process inefficiencies as well as methods to save costs and improve user experience.
- Develop, implement and analyze feedback channels to identify pain points, define short term action points and permanent fixes to remove pain points.
- Implement tools and skillsets to plan, design and facilitate improvement workshop for projects / initiatives / process mapping, storyboarding, user persona, cost-impact analysis.
Managing Projects
- Manage project conflicts, challenges and dynamic business requirements to keep operations running at high performance.
- Work with team leads to resolve people problems and project roadblocks, conduct root cause analysis to help squads continuously improve their practices to ensure maximum productivity.
Managing Stakeholders
- Interface with stakeholders to understand pain points and gather inputs from data specialists to derive features development and enhancements on product.
Managing Talent
- Develop and coach more junior employees to identify gaps in their competencies and build development plans.
WHY BECOME IT/DATA EXPERTS AT TECHCOMBANK?
- Bachelor's or Master's Degree in a technical or business management discipline
- 6 Sigma certification (preferred)
- At least 5- 8 years of relevant experience in a financial institution
- Experience in working with clients and designing customer journeys
- Experience in product management or customer segment management
- Strong understanding of Agile principles, practices and Scrum methodologies.
- Experience working in Agile teams to support digital transformation projects.
- Experience in process improvement and LEAN thinking methodologies
English
Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate
MISSION:
• To be the preferred and most trusted financial partner of our customers, providing them with a full range of financial products and services through a personalized/customer centric relationship.
• To provide our employees with a great working environment where they have multiple opportunities to develop, contribute and build a successful career
• To offer our shareholders superior long term returns by executing a fast growth strategy while enforcing rigorous corporate governance and risk management best practices
CORE VALUES:
1. Customer first: what we do is only valued if it is truly beneficial to our customers and colleagues.
2. Innovation: Make improvements to lead the way.
3. Team work: At Techcombank, you will not have good performance without cooperation.
4. People development: People with proven capability will bring the organization competitive advantages and remarkable successes.
5. Accountability: Be committed to overcoming difficulties and achieving great successes.
