Specialist- UI/UX Design
Be a subject matter expert on all existing customer engagement and onboarding services to create UX UI Design customer journeys on all Digital Channels (Mobile Web & Staff Tablets) and Digital Products (CASA Cards Lending NHL Elite etc).
Design activities would include working as part of cross-functional teams to conduct best practice market user research, usability testing, create new digital customer journeys before launch to customers and staff, contributing to the overall innovation delivery of digital product solutions, as well as continuous support & maintenance design testing activities as part of ongoing journey efficiencies.
Key Responsibilities:
• Design transformative customer journeys across all digital channels and products in consideration to Product Owner requirements, including acting as a quality control for ad hoc sanity design testing prior to the go live of new digital solutions across multiple delivery squads, driving innovation and the best customer experience in the market.
• Establish trusted partnerships with Business Product teams, Frontline sales staff teams, Operations, and processing teams.
• Act as key liaison between cross-functional teams of product, technology, ops & sales teams to create the best user experience customer journey across any new or existing digital solution.
• Perform design user research, identify design elements meeting business requirements, and create the overall user design journey for the relevant aligned to scope of the innovation delivery project and/or support & maintenance journey enhancements.
• Design artefacts (UX UI Figma), execute in accordance to business requirements.
• Communicate with stakeholders for progress reviews and UX UI Design sign-off.
• Collaborate within squad and wider stakeholders as part of Design team aligned to design standards.
• Perform ad-hoc maintenance sanity design testing on existing digital channel services and product customer journeys to ensure all functionalities are working as designed.
• Work closely with all Product Owners to quality control design test new digital initiatives prior to launch.
Digital Design Support:
• Relentlessly be the voice of business and customer while driving technology-led business solutions to identify UX UI design scope for all innovation delivery across all digital channels & products.
• Represent interface and engage with relevant business teams, operations-& sales teams, and technology to act as key liaison and voice of the customer and business user when conducting design activities on a solution.
• Understand the customer market and business needs and align them with the strategic direction of the business segment and organization in supporting all digital channels services & onboarding product journeys.
• Identify, investigate, and solve for any UX UI design and user experience problem statements and move quickly in partnership with Product Owner and Technology to execute in order to have minimal to no impact to the customer and operational processes.
• Having a focused objective from a design point of view is key to get things implemented and done. Break down complex problems into actionable solutions.
• Build and design the UX UI customer journey aligned to set design governance standard for each assigned initiative across all digital channels & product customer journeys.
Policies Systems Processes & Procedures:
• Execute all design deliverables in accordance to the units design practices design system and governance procedures to ensure consistency and harmony across design deliverable outputs.
Continuous Improvement:
• Lead the identification of opportunities for continuous improvement and sustainability in the design of customer journeys considering global UX standards, user research, design practices.
Reporting:
• Ensure that all unit reports are prepared timely and accurately and meet Bank requirements, policies, and quality standards.
Agile:
• Ensure all design artefacts, including designed customer journeys, are delivered in accordance with the delivery squads business requirements logged on JIRA sprint planning and execution delivery commitments.
• Lead all design sanity testing activities and ensure deliverables are completed as part of the agreed testing cycle.
Communication & Reporting:
• Communicate effectively with different teams (business, design, technology, security, legal, etc.) to ensure visibility into the department's direction.
• Communicate and justify the rationale behind the proposed designed customer journey to key stakeholders and interested parties. It is crucial that the business understands the design thinking process, design elements, user experience impact, and proposed UX UI customer journey aligned to business requirements.
Qualifications:
• Excellent written and verbal communication skills given the function requires constant communication and problem-solving across multiple cross-functional teams.
• Extensive experience in implementing business change and process improvements.
• Proficiency in Design Thinking and UX UI methodologies, proven development in innovation & impactful design of customer journeys.
• 2-3 years' experience as a Digital Design and UX UI Best Practice methodologies in relevant specialization.
• 2-3 years' relevant experience in product management functions, designing and developing digital solutions.
• 2-3 years' experience working in software development environments using one of the agile methodologies.
Minimum Qualification:
• Design-related studies and Bachelor's degree in business/engineering/computer science or related discipline.
Specific training and certifications for Agile Delivery i.e. Scrum Master and Agile Product Owner or related disciplines.
