The Segment Proposition Manager in the Design & Customer Experience team will lead the effort to identify customer value propositions and manage end-to-end customer processes to create high quality products and services for Yoma Bank’s business and retail customer segments.

Service Design

• Drive service improvements and identify gaps in experience and usability within existing customer journeys.
• Collaborate with 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)
• Synthesize and effectively communicate research findings, conceptual ideas, user testing results, and design rationale through service journey blueprints and scenarios that reflect customer and business requirements
• Use insights to produce artefacts such as customer journey maps, personas and research reports which help stakeholders understand customer needs.
• Support product launch to ensure successful execution that resonates with customer value proposition and analyses success of products post-launch.

Customer Research

• Execute and manage market and customer research to identify customer value propositions.
• Define and understand customer segments and personas through qualitative and quantitative research and analysis.
• Lead fieldwork with customers and other staff or stakeholders to identify value propositions and use cases, and to help shape resulting product requirements.
• Design and conduct surveys and facilitate in-depth interviews with customers

• Bachelor degree in Business, Marketing, IT, Human Computer Interaction, Industrial Design or similar
• 5+ years of professional experience in product/service design, product development, product management, UI/UX design or market research.
• Understand customer touch points and physical (branch, ATM) and digital product ecosystems (mobile, desktop, call center, retail)
• Able to take early hypotheses into full research plan & synthesize findings
• Excellent qualitative and quantitative data analysis skills
• Visualize, articulate and solve complex design problems
• Comfortable working on early concepts
• Excellent communication, presentation skills and attention to detail
• Able to manage projects and team members
• Experience in bringing digital banking and financial products or services to market a plus
• Leadership experience a plus
• Experience with visual/creative design a plus
• Fluent in both Myanmar and English (written and spoken)