Siam Commercial Bank (SCB)
Senior professional, CX Strategy & Journey Design
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Job Description
Responsibilities
- Identify customer pain points, experience gaps, and opportunities for CX improvement by leveraging user feedback, reviews, and insights to enhance customer journey mapping
- Align CX strategies and guidelines to identify areas within the customer journey that require improvement, ensuring a seamless experience for customers with the Bank
- Coordinate with the internal CX team to drive synergy in CX enhancement initiatives, including customer insight adoption, CX iteration testing, and governance alignment
- Collaborate with cross-functional stakeholders to improve every stage of the end-to-end customer lifecycle through journey design and review
- Serve as a CX advisor by providing strategic recommendations on customer journey-related issues
Qualifications
- Bachelor’s degree in Business, Marketing, or a related field, with 2–5 years of relevant professional experience
- Ability to build strong customer empathy across journeys, business processes, and partnerships
- Ability to understand customer emotions and emotionally connect with customer needs and realities
- Strong ability to identify, prevent, and effectively resolve customer experience gaps or concerns throughout the journey
- Ability to build and maintain strong relationships with both external stakeholders and internal cross-functional teams (e.g., services, sales, support, product development, QA, etc.)
- Ability to collect customer data from various sources (e.g., surveys, journey mapping, Voice of the Customer, etc.), analyze it using appropriate analytics tools, and translate data into actionable insights that identify opportunities
- Ability to manage multiple complex projects effectively and deliver measurable results
We're committed to bringing passion and customer focus to the business.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us.
Salary
- Negotiable
Job type
- Full-time
Company overview
Size:2000-5000 employees
Industry:Banking & Finance
Location:Bangkok
Website:careers.scb.co.th/th
Founded in:1906
Ranking:4.5/5
Siam Commercial Bank (SCB), officially known as The Siam Commercial Bank Public Company Limited, is Thailand's first indigenous bank, established by royal charter on January 30, 1906. Over its more than 110-year history, SCB has played a pivotal role in the development of Tha ...
Why join us: Joining Siam Commercial Bank means becoming part of a legacy that has been instrumental in shaping Thailand's banking industry. At SCB, we value innovation, collaboration, and a commitment to excellence. Employees are provided with opportunities for professional gro ...
Head office: Siam Commercial Bank PCL., Head Office 9th Floor, Zone C, 9 Ratchadapisek Rd., Jatujak, Bangkok, Thailand 10900
Benefits
- Professional development
- Learning & Development Opportunities
- Five-day work week
- Performance bonus
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