Roles & Responsibilities:

To drive design excellence for the assigned digital customer journeys (app & web) by leading a team of designer(s) and owning the end-to-end design and testing strategy for these journeys. The role partners closely with business/product stakeholders, product management and analytics teams to identify customer pain points, prototype new-age (including AI-led) design concepts, validate design hypotheses through structured testing (A/B, moderated/un-moderated research) and institutionalize design system adherence across the assigned journeys, while managing the design talent within the team.

Minimum required Accountabilities:

- Own the end-to-end design vision and strategy for the assigned business POD's digital journeys (app & web)

- Lead, guide and manage the Design & Testing Member(s) in the POD, including performance management and capability building

- Partner with the POD Lead, Product Managers and Business stakeholders to translate product strategy into intuitive design solutions

- Drive user research (moderated/un-moderated) and synthesize customer pain points and expectations into actionable design interventions

- Define and drive the A/B testing and experimentation roadmap for POD journeys in partnership with testing/analytics teams

- Champion adoption and governance of the organization's design system across the POD

- Guide the team on prototyping (including AI-based tools) of new concepts, backed by user research and industry best practices

- Track, review and report design impact using customer experience (CX) metrics and behavioural data, and continuously identify improvement opportunities

Additional Accountabilities:

- Represent design in cross-functional forums, product reviews and stakeholder governance meetings

- Benchmark journeys against industry, competitor and emerging design/AI trends

- Contribute to design operations, process improvement and design system evolution at the organization level

Decisions:

- Final design direction and sign-off for POD journeys prior to development handoff

- Prioritization of the design and testing roadmap within the POD

- Selection of design variations to be tested and the success metrics used to evaluate them

Ideal Candidate:

- Strong Product Design & Usability Testing Lead Profile, with end-to-end ownership of digital customer journeys

- 5+ years of relevant design experience, with hands-on experience designing and scaling digital customer journeys for app and web platforms in a high-growth, digital-first environment

- 1+ years leading, mentoring and managing designers as direct reports

- Strong experience in building, governing and driving adoption of design systems

- Defining and driving A/B testing and experimentation roadmaps

- Hands-on prototyping of new concepts using AI-based design and prototyping tools

- Bachelor's or Master's degree in Design (UX/UI, Interaction Design, HCI) or a related field from a recognised design institute

- Strong portfolio of end-to-end journey design for app and web, design system work, and research or experimentation outcomes with measurable impact