Responsibilities:
This role requires a combination of strategic thinking, project management, business analysis skills and end to end project execution experience. You must have strong customer-centric and innovative mindset while keeping business objectives and drivers in mind.
Putting yourself into the shoes of an internal consultant for this role, you will be in charge of planning, creating and implementing effective solutions that drives several aspects of AI usage in different business areas including chatbots, virtual agents, machine learning, and others.
Key channels cover both online and offline from traditional branch concept, remote assisted services by Relationship Managers, call centre, email, social media to innovative conversational engagements.
Collaborating with other business units, you will also help to drive targeted/ personalized strategy to deliver the right messages/ content to the right customers at the right time through the right channel based on client’s persona, preference and behaviour.
Engagement Strategy and Planning
- Keep up with the latest advancements in AI trends & technologies, including Gen AI and the latest features of popular tools;
- Conduct market research and competitor analysis to identify the gaps in meeting the constant evolving customer needs and expectations across various channels (from traditional brick and mortar to various types of online engagements);
- Collaborate with cross-functional teams to understand requirements and develop AI solutions;
- Develop, prioritize and maintain a strategic roadmap with implementable initiatives and realistic timelines;
- Work with relevant business units/ stakeholders to define clear OKRs to drive successful implementation.
Digital Asset Development to Launch
- Collaborate with cross-functional teams to conceptualize, understand scope, design, develop digital assets that will create a differentiated way to engage customers;
- Possess strong foundation in customer experience and user journey mapping/ development (e.g. persona development, archetype definition, user stories development etc.);
- Able to translate customer journey into detailed functional requirements and specifications;
- Able to liaise independently with external vendors/ 3rd parties and tech team for solution development;
- Develop a comprehensive go-to-market plans to ensure successful product launch;
- Able to develop structured plans to drive adoption.
Compliance and Risk Management
- Ensure that all proposed plans/ solutions adhere to all regulatory requirements and industry standards;
- Collaborate with compliance and legal teams to manage risk and maintain a strong compliance posture.
Stakeholder Communication
- Communicate product updates, milestones, and key performance indicators to internal stakeholders and executive leadership;
- Proactive in recommending solutions and escalate issues/ challenges with proposed mitigation measures.
Requirements:
General
- Proven experience (4-8 years) in customer experience, project management, product management or a related role;
- Excellent management report preparation (slides development), communication and presentation skills;
- Proven experience in management consulting is a plus;
- Previous experience in digital bank is a plus;
- Design thinking experience is a plus.
Knowledge
- Strong understanding of existing Gen AI services e.g. OpenAI, Bard etc.
- Knowledge in AI (e.g. conversational engagements), Natural Language Programming, Machine Learning, Large language Model, statistical modelling, with hands-on experience using different tools;
- Strong knowledge in channel management or channel engagement strategy preferable omni-channel experience;
- Strong understanding of banking products, financial services, and industry trends, is a plus;
- Knowledge of regulatory compliance in the banking industry is a plus.
Skills
- Strategic thinking: able to see the big picture and connect the dots;
- Well-organized, is detail oriented, and with the ability to multi-task;
- Able to adapt in fast paced environment;
- Hands-on approach with high level of self-motivation;
- Demonstrates a sense of responsibility and accountability for assigned tasks;
- Analytical mindset with the ability to make data-driven decisions;
- Strong problem-solving skills and attention to detail.
