Global Head of Customer Insights & User Research
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About Customer Insights & User Research
- Saxo is investing heavily into “Client Experience” – it is one of its strategic priorities
- To improve our Client Experience, we’re building a completely new team called “Customer Insights & User Research”. You will be leading this team
- It is our ambition to build the best Customer Insights and User Research team in the Nordics
- Half of the team is already in place (they are really good!), the other half still needs to be hired
- You will be part of the Experience organization which also includes Marketing, UX & Design, Product (Platform, Website), Digital Engagement, Business Analytics, Content (Saxo Strats) and PR
- You will be reporting to Arnoud Rozendaal, our Chief Digital Officer
Responsibilities
- Build a team and processes
- Build up a global team with 6.5 FTE (full time employee)
- Copenhagen: 3.5 FTE
- Amsterdam, Netherlands: 1 FTE
- Shanghai, China: 2 FTE
- Set-up a user research lab in Copenhagen and China (we already have one in Amsterdam)
- Design and implement User Research work processes (to ensure UR becomes part of our Product development, Design and Optimization tracks)
- Recruit a global client panel
- Implement Customer Satisfaction measurement
- Usability research
- User test new features/design/journeys for:
- Trading/Investment platforms
- Website (client acquisition and service)
- Digital onboarding and funding
In concept, wireframe and final stage
- Use different testing methodology (in depth, user testing.com, quantitative surveys, eye tracking)
- Customer insights
- Develop a client segmentation + personas
- Collect qualitative customer insights on the entire client life cycle:
- Why do clients switch from a competitor to Saxo
- Highs and lows
- Believes and concerns when doing a trade
- ..
- Why stop trading
- Collect quantitative customer insights
- Measure customer satisfaction
- Run customer surveys (email, in platform, external panel)
Experience, skills and mind-set
- Experience
- Proven track record in Customer Insights and User Research
- Ability to build and lead a global team
- Experience in managing senior stakeholders (to ensure CI and UR becomes part of our day-to-day processes)
- You know what “best-in-class” looks like and understand how the User Research domain is developing (vision on the future)
- Understanding of Financial products is a big plus
- Skills
- Analytical
- Structured
- Stakeholder management
- Mind-set
- Take the lead, roll-up the sleeves, get it done
- Hard-working
- 80-20% (good balance between speed and quality)
- Stand-alone
- Team player
About Saxo
Established in 1992, Saxo Bank was one of the first financial institutions to develop an online trading platform that provided ordinary investors with the same tools and market access as the professionals. Over nearly two decades, Saxo Bank has grown to become a fully licensed and regulated European bank specialising in trading and investment, supporting an international client base from its headquarters in Copenhagen and a growing network of offices around the world.
The Saxo Bank Group is a facilitator providing access to global capital markets and products for clients through a truly scalable technology infrastructure supporting traders, investors and wholesale clients.
The Saxo Bank Group connects clients to investment opportunities in global capital markets by delivering intuitive and sophisticated multi-asset trading, investment and risk tools to private clients as well as open banking solutions to wholesale partners.
Today, the Saxo Bank Group offers its own direct clients in more than 170 countries unparalleled access to trading and investment opportunities in global capital markets across asset classes. At the same time, the Saxo Bank Group also services more than 100 financial institutions as partners, leveraging the Saxo Bank Group’s technology to efficiently give their clients a state-of-the art investment experience. That is, Saxo Bank delivers Banking-as-a-Service (BaaS), supporting the entire value chain of global capital markets investing, to a wide range of wholesale partners.
Headquartered in Copenhagen, Denmark, Saxo Bank has a little more than 2,000 employees and a strong international network with local offices in 16 countries across Europe, Asia, Australia, South America and Africa. Through the local sales and service organisation and global online presence, Saxo Bank serves clients in more than 170 countries with trading platforms available in 28 different languages.
Information og data
Denne ledige stilling har jobtypen "Afdelingsleder", og befinder sig i kategorien "Ledelse og personale".
Arbejdsstedet er beliggende i København
Jobbet er oprettet på vores service den 26.8.2020, men kan have været deaktiveret og genaktiveret igen.
- Afdelingsleder
- København
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