Job Description:

The role of Lead of User Experience & Designs is a Senior Management Role which will be responsible for designing user experience and designs across the digital banking assets like App, Internet Banking, Onboarding Journey etc.

As the Lead of User Experience & Design you will be responsible for resource planning and providing ongoing support and escalation for the designers, and ensuring working with other stakeholders to deliver designs which are in concurrence with our brand guidelines etc.

As the Lead of User Experience the person will be responsible for overseeing the design and usability of a company products and services. The person will have to be able to manage and deal with stakeholder and top management, thus they must possess strong convincing skills and good at solving conflicts. Part of a highly engaged and cross - functional talented team that champions digital product strategy and product road mapping for a suite of complex customer - facing digital experiences, delivered through a leading mobile banking application.

Key Responsibilities:

- Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end - to - end customer experience across stages, channels and touchpoints in the customer journey.

- Enabling a two - way stream with customer facing teams through collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer - centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.

- Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys.

- Encourage problem - solving, strategic thinking and customer - orientation amongst the team.

- Liaise with Leadership of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer - centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.

- Advocate for changes in other departments' ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience.

- Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.

- Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process.

- Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/channels.

Total Experience: 3 - 5 years