User Experience Research Manager

Location: Ho Chi Minh City, Vietnam

Workplace Type: Hybrid

About the Role

ACB is seeking a User Experience Research Manager to deepen our understanding of customers. While digital transformation in banking is often viewed through new applications, technologies, or automated processes, the cornerstone of an exceptional customer experience lies in profound understanding. This role is crucial for comprehending customer challenges, motivations, and the drivers of differentiated value. At ACB, we are embarking on a new transformation phase focused on creating simpler, more personalized, and customer-centric experiences across our entire financial service ecosystem. To achieve this, we are looking for a User Experience Research Manager within the Transformation Management Office. This individual will lead our customer experience research capabilities and translate customer insights into actionable decisions for design, product development, and the bank's overall transformation initiatives. This position is not purely research-focused; we seek a candidate who can bridge research, business strategy, customer experience, and transformation execution, transforming data into insights, insights into action, and actions into superior experiences for millions of customers.

Key Responsibilities

• Lead qualitative and quantitative research activities to understand customer behaviors, needs, and sentiments.
• Translate research findings into actionable insights that inform product design, service improvements, and customer journey optimization.
• Provide strategic direction for key initiatives such as digitizing credit and non-credit journeys for individual customers, developing Wealth Management solutions, and designing/improving customer journeys across the entire system.
• Champion a data-driven culture and customer-centric decision-making process within the organization.
• Collaborate cross-functionally with Business, Product, Design, Technology, and Operations teams to ensure research insights are effectively integrated into practical applications.
• Develop and mentor a team of researchers, fostering a culture of continuous learning and innovation in UX research.
• Present research findings and strategic recommendations in a clear, compelling, and visually engaging manner to influence stakeholders at all levels.
• Stay abreast of the latest trends and best practices in UX research, customer insights, and digital transformation within the financial services industry.

Required Skills & Qualifications

• Minimum of 7 years of experience in Customer Experience Research, UX Research, Customer Insight, Product Research, or related fields.
• Minimum of 3 years of experience leading large-scale and complex research programs or product initiatives.
• Proven experience within the banking, finance, insurance, fintech, or financial services sectors.
• Strong understanding of qualitative and quantitative research methodologies, usability testing, persona development, customer journey mapping, and research data analysis tools.
• Exceptional ability to tell stories with data, present insights persuasively, and influence key stakeholders.
• Demonstrated experience working in cross-functional teams to drive the application of research findings into real-world solutions.
• Excellent communication, presentation, and interpersonal skills.
• A strategic mindset with the ability to connect research outcomes to business objectives and transformation goals.
• Proficiency in research tools and analytics platforms.

Additional Information

This is a unique opportunity to contribute to building the customer experience research capability for one of ACB's most critical transformation programs. You will gain exposure to complex challenges in retail banking, digital experiences, customer behavior, wealth management, and enterprise transformation. Crucially, the insights generated from your work will directly influence how ACB designs products, builds customer journeys, and serves millions of users in the future. If you believe that every great design decision starts with customer understanding and are passionate about making a large-scale impact in the financial services industry, we encourage you to connect with us.