TMO - CX Research & Design Specialist

About the Role We are seeking a CX Research & Design Specialist to support customer-centric transformation initiatives within Corporate Banking. This role will be responsible for generating deep customer, market, and industry insights through structured research activities and collaborating with cross-functional teams to shape customer experience strategies. The ideal candidate combines strong research capabilities, stakeholder facilitation skills, and a passion for translating insights into actionable business opportunities. Key Responsibilities Customer & Stakeholder Research - Plan, organize, and conduct qualitative and quantitative research activities, including customer interviews, expert interviews, surveys, and focus groups. - Engage Relationship Managers (RMs), customers, industry experts, and external partners to gather actionable insights. - Apply structured research methodologies to identify customer needs, pain points, behaviors, and opportunities. Market & Industry Analysis - Conduct desk research on industry trends, market developments, customer behaviors, and competitor offerings. - Support Product Owners and business teams in identifying emerging opportunities across targeted industry sectors. Research Framework & Governance - Develop and maintain standardized research guidelines, interview frameworks, survey methodologies, and insight documentation standards. - Ensure consistency and quality across all customer research activities. Workshop Facilitation - Partner with Product Owners, Business Analysts, and external agencies to design and facilitate workshops, co-creation sessions, and insight-generation events. - Present findings and recommendations in a clear and compelling manner to business stakeholders. Required Qualifications - Bachelor's degree in Business, Marketing, Design, Psychology, Economics, Banking, or a related field. - Minimum 5 years of experience in CX Research, UX Research, Design Research, Customer Insights, Market Research, or related disciplines. - Demonstrated experience conducting customer research, stakeholder interviews, surveys, and insight-generation activities. - Strong workshop facilitation and stakeholder management skills. - Mandatory: Experience working on customer experience, customer journey, product, service, or transformation initiatives for SME, Mid-Market, Large Corporate, Commercial Banking, Transaction Banking, or B2B customer segments. - Ability to synthesize research findings into actionable recommendations for business stakeholders. - Strong written and verbal English communication skills. Highly Preferred - Experience in Corporate Banking, Transaction Banking, Cash Management, Trade Finance, Supply Chain Finance, Commercial Banking, or B2B Financial Services. - Experience working with Relationship Managers (RM), industry specialists, corporate customers, or business banking teams. - Familiarity with Design Thinking, Human-Centered Design, Jobs-to-be-Done, or Service Design methodologies. Nộp đơn ứng tuyển công việc này Họ & tên bạn * Địa chỉ email * Chọn văn phòng bạn dự tuyển Hội sở (Tp. HCM) TMO (Tp. HCM) Số điện thoại * + Thông tin thêm CV của bạn * Click để chọn & tải lên CV của bạn Nộp đơn ứng tuyển Bỏ qua --> { "@context": "http://schema.org", "@type": "JobPosting", "baseSalary":{ "@type":"MonetaryAmount", "currency":"vnd", "value":{ "@type": "QuantitativeValue", "minValue": "0", "maxValue": "0", "unitText": "MONTH" } },"jobLocation" : { "@type": "Place", "address": { "@type": "PostalAddress", "addressLocality": "No address locality", "addressRegion": "Hồ Chí Minh", "streetAddress": "No street address", "postalCode": "0" } }, "datePosted":"2026-07-15", "description":"About the Role We are seeking a CX Research & Design Specialist to support customer-centric transformation initiatives within Corporate Banking. This role will be responsible for generating deep customer, market, and industry insights through structured research activities and collaborating with cross-functional teams to shape customer experience strategies. The ideal candidate combines strong research capabilities, stakeholder facilitation skills, and a passion for translating insights into actionable business opportunities. Key Responsibilities Customer & Stakeholder Research - Plan, organize, and conduct qualitative and quantitative research activities, including customer interviews, expert interviews, surveys, and focus groups. - Engage Relationship Managers (RMs), customers, industry experts, and external partners to gather actionable insights. - Apply structured research methodologies to identify customer needs, pain points, behaviors, and opportunities. Market & Industry Analysis - Conduct desk research on industry trends, market developments, customer behaviors, and competitor offerings. - Support Product Owners and business teams in identifying emerging opportunities across targeted industry sectors. Research Framework & Governance - Develop and maintain standardized research guidelines, interview frameworks, survey methodologies, and insight documentation standards. - Ensure consistency and quality across all customer research activities. Workshop Facilitation - Partner with Product Owners, Business Analysts, and external agencies to design and facilitate workshops, co-creation sessions, and insight-generation events. - Present findings and recommendations in a clear and compelling manner to business stakeholders. Required Qualifications - Bachelor's degree in Business, Marketing, Design, Psychology, Economics, Banking, or a related field. - Minimum 5 years of experience in CX Research, UX Research, Design Research, Customer Insights, Market Research, or related disciplines. - Demonstrated experience conducting customer research, stakeholder interviews, surveys, and insight-generation activities. - Strong workshop facilitation and stakeholder management skills. - Mandatory: Experience working on customer experience, customer journey, product, service, or transformation initiatives for SME, Mid-Market, Large Corporate, Commercial Banking, Transaction Banking, or B2B customer segments. - Ability to synthesize research findings into actionable recommendations for business stakeholders. - Strong written and verbal English communication skills. Highly Preferred - Experience in Corporate Banking, Transaction Banking, Cash Management, Trade Finance, Supply Chain Finance, Commercial Banking, or B2B Financial Services. - Experience working with Relationship Managers (RM), industry specialists, corporate customers, or business banking teams. - Familiarity with Design Thinking, Human-Centered Design, Jobs-to-be-Done, or Service Design methodologies. ", "employmentType":"Toàn thời gian", "hiringOrganization": { "@type": "Organization", "name": "Ngân hàng Á Châu - ACB", "sameAs" : "http://www.acbjobs.com.vn" }, "identifier": { "@type": "PropertyValue", "name": "TMO - CX Research & Design Specialist", "value": "55389" }, "title": "TMO - CX Research & Design Specialist", "validThrough":"2026-08-14" }