Team Leader, Customer Experience Design

Education/Professional Qualifications, Skills & Experience:

• Bachelor's degree in a business-related field from a recognized University.
  
• Master’s degree will be an added advantage.
  
• Minimum of 4 year's related experience in journey mapping, lifecycle management, 1 year experience in a Bank/Financial Institution, Tech environment.
  
• Demonstrated advanced capability in end-to-end customer journey mapping and omni-channel experience design, with the ability to align customer journeys to business processes, risk controls, and regulatory requirements within a banking environment.
  
• Customer-obsessed and empathetic practitioner who applies human-centred design principles to solve complex service, process, and experience challenges across digital and physical banking channels.
  
• Strong analytical and creative capability, enabling the synthesis of customer insights, operational data, and market trends into actionable experience improvement initiatives.
  
• Proven passion for innovation and continuous improvement, with the ability to introduce new CX practices, tools, and service concepts that enhance customer value and operational efficiency.
  
• Effective team contributor and collaborator, able to work seamlessly within cross-functional teams.
  
• Strong stakeholder engagement and relationship-management skills, with the ability to influence outcomes across senior management, delivery teams, and external partners.
  
• Brings diversity of thought, perspective, and experience, contributing to mature CX governance and decision-making forums.
  
• Comfortable operating within an agile and iterative delivery model, supporting rapid testing, learning, and scaling of customer experience enhancements.
  
• Excellent communication and time-management skills, with the ability to articulate customer insights.
  

• Play an active role in the creative process to develop the blueprints for compelling customer experience working with a wide multidisciplinary stakeholder team.
  
• Collaborate with stakeholders on total experience, creation and implementation across all touch points of our customers' journeys.
  
• Work in both consultative and productive capacities directly with stakeholders to overcome challenges from a user-centric perspective.
  
• Be the voice of the customer based on insights.
  
• Design & develop compelling experiences for customers throughout their multi-channel journeys, both new and continuous improvement in collaboration with product owners.
  
• Document the customer experience through journey & service mapping, personas, wireframes & information architecture.
  
• Recommend new ideas and innovations to grow and improve our relationship with current customers, based on best practices.
  
• Use data and knowledge of customer expectations to review CX and UX across the various service delivery channels.
  
• Benchmark the Bank’s CX, UI, UX performance against peers and key performance indicators (KPIs) targets to identify improvement opportunities.