Role Purpose

Head of Process & End-to-end value stream will lead the effort to manage end-to-end customer & employee journeys to create high-quality products and services (both digital and financial) for Yoma Bank’s business and retail customer segments.

Responsibilities

Leadership

• Understand market customer segments and are able to clearly address customer value propositions to target customer segments as well as process the design & documentation of customer journey and service blueprints.
• Lead a team of multidisciplinary designers to deliver digital and financial products and solutions.
• Coordinate with stakeholders across the bank for streamlined delivery and go-to-market of products and services.
• Be proactive in reaching out to senior leadership and initiative stakeholders and make sure everyone understands and has a buy-in on the importance and the contributions of this value stream.

Customer Experience

• Manage and take a hands-on approach to market and customer research (both field and desk research) to identify customer value propositions.
• Define, manage and understand customer segments and personas through qualitative and quantitative research and analysis.

Service Design

• Drive service improvements and identify gaps in experience and usability within existing customer journey.
• Engaging closely with frontline staffs, users, product managers, UI/UX designers, data analysts, and go-to-market teams to facilitate the creation of consistent customer experiences across physical (e.g. branch, ATM, forms) and digital channels (apps, websites).
• Use insights to communicate research, conceptual designs, user testing, and design rationale through service journey blueprints and scenarios that reflect customer and business requirements.
• Support product launch to ensure successful execution that resonates with customer value proposition and analyses success of products post-launch.

UI/UX

• Manage UI/UX practices and design principles across products, working closely with stakeholders in marketing communications for branding and consistency of various design assets.

Knowledge and skills

ESSENTIAL

• Understand customer touch points and physical (branch, ATM) and digital product ecosystems (mobile, desktop, call center, retail).
• Excellent qualitative and quantitative data analysis skills.
• Visualize, articulate and solve complex design problems.
• Comfortable working on early concepts, growth-hacking mindset & experience a plus
• Excellent communication, presentation skills and attention to detail.
• Able to manage projects and team members.

DESIRABLE

• Familiar with agile way of work and DesignOps.
• Experience building wireframes and prototypes.
• Experience working with Personas.

Education & Special Training

Bachelor or Master’s degree in Business, Marketing, IT, Human Computer Interaction, Industrial Design or similar.

Experience

ESSENTIAL

• 5+ years of professional experience in product/service design, product development, product management, UI/UX design or market research
• 2+ years of leadership experience and working closely with multiple stakeholders across the organization

HIGHLY DESIRABLE

• Understanding of current banking systems, products and operations in Myanmar.

DESIRABLE

• Experience in bringing digital banking and financial products or services to market a plus
• Experience with visual/creative design a plus

Language

• Fluent in both Myanmar and English (written and spoken)