User Experience Design Manager

Location: Ho Chi Minh City, Vietnam

Workplace Type: Offsite

About the Role

ACB is seeking a visionary User Experience Design Manager to spearhead the future of customer experience within the rapidly evolving financial industry. In a landscape where products, interest rates, and technology are increasingly replicable, customer experience has emerged as the most sustainable competitive advantage. At ACB, we are embarking on a comprehensive transformation journey with the goal of creating simpler, smarter, and more customer-centric experiences across the entire service lifecycle. This is more than just digitalization; it's about redesigning how customers interact with their bank, from everyday transactions and credit needs to future wealth management solutions. As a User Experience Design Manager within the Office of Transformation, you will play a pivotal role in shaping and elevating customer experiences across the bank's digital platforms.

Key Responsibilities

• Lead the design and enhancement of customer experiences across all digital platforms, focusing on strategic transformation initiatives.
• Drive the digitalization of credit journeys for individual customers, ensuring a seamless and intuitive user experience.
• Oversee the digitalization of non-credit journeys for individual customers, optimizing touchpoints and interactions.
• Develop and enhance Wealth Management and Asset Management solutions through strategic partnerships within the ecosystem, focusing on user-centric design.
• Design and optimize end-to-end customer journeys across various digital channels, ensuring consistency and effectiveness.
• Conduct in-depth customer behavior research to inform design decisions and identify areas for improvement.
• Create user flows, wireframes, and prototypes to visualize and test design concepts.
• Implement data-driven improvements to enhance user experiences based on real-world usage and feedback.
• Collaborate cross-functionally with Business, Product Owners, Technology, Data teams, and other stakeholders to ensure successful implementation of designs.
• Mentor and guide a team of UX designers, fostering a culture of innovation and excellence.

Required Skills & Qualifications

• Minimum of 7 years of experience in User Experience (UX) design for large-scale digital products.
• Minimum of 3 years of experience leading or being primarily responsible for complex transformation programs or product development initiatives.
• Proven experience working within the banking, finance, insurance, or financial services sectors.
• Demonstrated ability in customer behavior research, user flow design, wireframing, prototyping, and data-driven experience optimization.
• Strong experience in cross-functional collaboration with business, product, technology, and data teams.
• Excellent leadership and team management skills, with the ability to inspire and guide a design team.
• A strategic mindset, capable of understanding the business, operational, and technological implications of UX design.
• Proficiency in UX design tools and methodologies.
• Strong communication and presentation skills, with the ability to articulate design decisions to diverse stakeholders.
• A passion for creating exceptional customer experiences and driving business impact.

Additional Information

This is a unique opportunity to significantly impact the customer experience for millions of users within one of the bank's major transformation programs. You will tackle real-world challenges in customer experience, digital transformation, retail banking, and wealth management, with the chance to directly influence business growth and customer satisfaction across the entire ACB network. If you believe customer experience is the nexus of strategy, technology, and innovation, and you aspire to leave a lasting mark on the transformation journey of a leading Vietnamese bank, we encourage you to apply or contact us directly to learn more about this exciting opportunity at ACB.