Job descriptionSome careers have more impact than others.If you're looking for a career where you can make a real impression, join Hang Seng and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.Principal responsibilitiesBe responsible and accountable for leading, driving and growing the Design Research and Facilitation discipline for the bankAdvocate 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 define the strategy and product road map for the teamProvide 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 customersFacilitate and collaborate with different stakeholders to help them understand the root of their problem to shape products vision, strategy and roadmap from customer perspective to inspire new ideas and put the bank at the forefront of experience designCollaborate with designers to identify dependencies and ensure we're creating cohesive and coherent customer experiencesDrive strategic initiatives in partnership with design leadership to connect the dots across the organization and diplomatically navigate challengesGuide team members on research from an end to end perspectiveDefine better research processes to allow the team to run research projects efficiently and effectivelyNurture an inclusive atmosphere that encourages collaboration between teams with constructive feedbackCoach, mentor and elevate team members to shape the way of working and create a space for each team member to growManage external vendor relationship, to ensure deliverable are consistent and up to design research / UIUX design standardsChampion 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 strategyDefine, evolve and advocate for new tools and operationalise our processes, tools, and practicesRequirementsQualifications8+ years of relevant experience in research and UX related fields3+ years of experience managing a team of researchers and operation managersBe able to demonstrate how research help business address their needs while advocating for customers and be able to balance different stakeholder needsSelf-starter with strong executive presence and a keen sense of ownership and commitment to work and passion for delivering resultsCollaborative leadership and work style with the ability to effectively interact with and earn the trust of peers and senior management across the organisationGreat 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, Cantonese and MandarinExpert 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, etcHave deep understanding of design principles, trends and working knowledge of design and prototype toolsAble to demonstrate critical thinking beyond business requests, show strong analytical and problem solving skillsBe 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 projectsGreat sense of ownership; take responsibility to assure quality by reviewing and evaluating team's work regularly.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.Issued by Hang Seng Bank Limited
