Behavior Specialist, Group Digital Banking, Group Technology & Digital

Maybank – Federal Territory of Kuala Lumpur, Malaysia

Behaviour Specialist

Responsibilities

• Customer Advocacy : Champion the customer’s voice within the organization, informed by a deep understanding of behavioral psychology. Act as the primary advocate for the customer and end user, ensuring their needs and expectations are at the forefront of the overall customer experience.
• Behavioral Psychology Analysis : Apply principles of behavioral psychology to conduct in-depth analysis of customer behavior patterns, preferences, and pain points through data analysis, surveys, and user research. Translate insights into actionable recommendations.
• Product Enhancements : Collaborate with cross-functional teams, including product managers and developers to provide recommendations for product improvements based on your analysis. Ensure that products resonate with the underlying behavior of our users.
• UI / UX Optimization : Evaluate and enhance UI / UX by identifying usability issues, conducting usability tests and proposing design improvements to ensure a seamless and user-centric digital experience across the group.
• Marketing Strategy : Work closely with marketing teams to develop data-driven marketing strategies rooted in an understanding of customer behavior. Provide input on target audience segmentation, messaging, and campaign optimization to maximize customer engagement
• Customer Communications : Serve as a bridge between customers and internal teams, utilizing insights from behavioral psychology. Collect and synthesize customer feedback, and communicate insights to multiple teams and senior management to guide strategy decision-making across multiple teams
• Continuous Learning : Stay updated on industry trends, behavioral science, and technological advancements, with a focus on behavioral psychology. Apply this knowledge to deepen our understanding of customers and enhance engagement strategies.

Requirements

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Industries

Banking and Financial Services

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