I. Purpose:
1. Division Purpose
- The Transformation Office is responsible for execution of the bank’s transformation vision, strategy and roadmap of deliverables with a focus on digitalization of customer journeys.
- The Transformation Office executes a portfolio of initiatives pre-dominantly through Agile Development (with some foundational initiatives aligned to the Waterfall project management methodology).
- The Transformation Office houses expertise to support the execution of a portfolio of initiatives related to market segmentation, customer journeys, technology, data, risk management, change management, digital partnerships and capability development, a project management office amongst others.
- The Transformation Office tracks and measures the progress of execution using modern portfolio management techniques (such as OKRs and TTIs) to ensure value is created for customers and the Bank.
2. Tribe Purpose
- The Customer Journey Tribe will support the Bank's digital strategy by identifying the needs of internal and external customers and by the development of products tailored to enrich customer experience throughout their lifecycle with the bank.
- The Customer Journey Tribe will design and develop products that maximize value and ensure customer satisfaction through digital initiatives, increasing customer portfolio through converting visitations to applications within the digital platform.
- The Customer Journey Tribe members are required to proactively research on market strategies, provide intelligence to the business and solve new and challenging problems.
3. Job purpose
- The job holder is responsible for shaping and designing user centric products with Developers to deliver easy-to-use products for the business.
- The job holder is responsible for the overall design architecture, user interface, specifications & requirements for the look, feel and functionality of Bank’s products, including websites, software, hardware and tools.
II. Key Relationships:
- Reports directly to Design Lead
- Direct reports are none
- Internal stakeholders include teams within the Transformation Office and relevant departments in the Bank.
- External stakeholders include customers, partners providing professional services
III. Responsibilities
A. User Experience Design
- Drive discussions with developers and squad members to understand business goals while effectively communicating design ideas.
- Develop creative and new user interface components and style guides based on business requirements.
- Conduct research and optimize existing user interface design while testing for intuitivity and experience.
- Drive development of design concepts and implementation, take input on user design considerations from more junior team members.
- Review functional specifications and participate in the development of design for functionality and user interface.
- Review changes or enhancements for alignment with desired user experience design and satisfaction standards and drive improvement changes.
- Use design tools to create storyboards, samples, prototypes and templates for demonstrations and user testing.
B. Design Documentation
- Proactively collect business requirements from tribe members to translate into design documents
- Build and review functional requirement documents by developing flowcharts, layouts, diagrams, charts, code comments and guides for the application.
C. User Research and Testing
- Evaluate market and user experience research and results.
- Propose updates to design architecture based on discovered trends and patterns.
- Perform user design research, including aggregation and analysis of primary and secondary research data, for consumer and user design acceptance and overall user experience.
- Test prototype interface and feasibility of products.
IV. Expertise, Experience, Qualifications & Personal Attributes
1. Domain Expertise
- 6 to 8 years of relevant experience in user experience design work
- Deep experience and knowledge in work session design and facilitation skills
- Experience in designing consumer quality experiences and products on both web and mobile platforms
- Experience in designing clear and creative artifacts (task flows, wireframes, mockups and prototypes)
- Experience with planning and conducting user research, user testing, A/B testing and rapid prototyping
- Knowledge in at least two visual design tools (Photoshop, Illustrator, InDesign, Balsamiq, Omnigraffle, InVision, Sketch, Axure)
- Knowledge in at least two programming language (HTML, CSS, JavaScript)
2. Agile/Digital Experience
- Experience as a Designer on an agile team, along with detailed working knowledge of Agile
- Experience working in Agile teams or in a collaborative team environment which includes discussions around creative reviews, giving and receiving constructive feedback to and from team members and clients
3. Qualifications:
- Bachelor’s Degree in Computer Science, Information Studies, Interaction Design, Multimedia Design or Motion Design
4. Personal Attributes:
- Proactive and passionate about resolving pain points through customer research and empathy for users
- Sees value in iterative approach for rapid prototyping to support big picture thinking
- Curious, imaginative and knows when it is worth fighting for
- Believes in the non-hierarchical culture of collaboration, transparency and trust across the team