Head of User Experience Digital Banking - Hang Seng Bank
HSBC Group
Hong Kong, China


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.

Head of User Experience Digital Banking As one of the leading banks in Hong Kong, we provide extensive digital services on both online and mobile platforms.

Facing an ever-growing need for innovative digital solutions, services and platforms, our digital banking capabilities offer an extensive range of products and services that serve over half the adult population in Hong Kong.

Hang Seng Digital Banking is currently seeking a high caliber professional to join our department as Head of User Experience .

Principal responsibilities

  • Lead the team to deliver best in class UX and visual design for the Bank’s Digital channels, namely public websites, internet banking and mobile
  • Plan and execute qualitative and quantitative user research studies
  • Analyse and communicate the voice of the user to stakeholders
  • Manage and create annotated wireframes, user flows, journey maps, personas, and functional prototypes
  • Drive a significant revenue return through the Digital channels to ensure a competitive digital advantage for the Bank
  • Stay aware of new opportunities, technologies and trends related to the user experience profession
  • Drive innovation by providing delivery products sufficiently different to those of our competitors
  • Manage all internal stakeholders and external agency relationships relevant to the role, ensure budgets and agency outputs are continuously optimised
  • Familiar with local regulation and customs and able to tailor-made services individually
  • Support the professional skills development across the discipline, and the wider team development
  • Promote sustainable cost savings and operational efficiencies through standardising systems, processes and products
  • Qualifications

  • University degree in Interaction Design, Information Architecture or a related discipline is preferred
  • Proven design and user experience background with industry expertise and experience
  • Deep understanding of customer attitudes, needs and expectations across PC, mobile, tablet and social media
  • Experience of leading, managing and motivating a team in a customer focused organisation, in disciplines such as digital, technology services or change management
  • Knowledge of design tools plus a clear interest in experimenting with new techniques and tools
  • Strategic and innovative mindset, with strong relationship management skills to satisfy a wider range of internal and external customers with conflicting priorities
  • Forward planning and resourceful, with excellent communication, negotiation and leadership skills
  • Great sense of ownership and servicing mind-set to ensure efficient and effective customer service delivery
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