Expert, Customer Experience Design

- The job holder is responsible for ensuring a customer-centric approach, delivering a smooth and consistent customer experience across all touchpoints throughout their journey with the bank..- The job holder will design, develop and implement changes to drive a differentiating customer experience and improve customer engagement within target customer segments.Key Accountabilities (1)Customer Experience Design- Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience.- Implement dynamic framework of system driven triggers and draft a roadmap of customer life stage events to support holistic engagement of customers.- Lead squads in identifying existing process inefficiencies as well as methods to save costs and improve user experience.- Develop, implement and analyze feedback channels to identify pain points, define short term action points and permanent fixes to remove pain points.- Implement tools and skillsets to plan, design and facilitate improvement workshop for projects / initiatives / process mapping, storyboarding, user persona, cost-impact analysis.Key Accountabilities (2)Managing Projects- Manage project conflicts, challenges and dynamic business requirements to keep operations running at high performance.- Work with team leads to resolve people problems and project roadblocks, conduct root cause analysis to help squads continuously improve their practices to ensure maximum productivity.Key Accountabilities (3)Managing Stakeholders- Interface with stakeholders to understand pain points and gather inputs from data specialists to derive features development and enhancements on product.Managing Talent- Develop and coach more junior employees to identify gaps in their competencies and build development plans.Key Relationships - Direct Manager Director, Customer Experience DesignKey Relationships - Direct ReportsKey Relationships - Internal Stakeholders Cross functional team members within Disvision and across DivisionsKey Relationships - External Stakeholders Partners providing professional services