About the Role
A Journey Designer is responsible for mapping, designing, and optimizing the end-to-end customer / employee or user experience across multiple touchpoints such as Digibot, IVR, and I.Serve. This candidate need to ensure that every interaction a customer has with a brand or product is seamless, engaging, and aligned with business goals.
In addition, this role will collaborate with technology teams to deliver Customer Science Initiatives across Consumer Banking Group Operations. They will be responsible for defining requirements, designing solutions, conducting testing, overseeing deployment, and optimizing performance to ensure successful project outcomes. This role is pivotal in enhancing employee experience, strengthening operational efficiency, and driving productivity improvements through AI adoption.
What You'll Do:
- Customer Journey Mapping : Created detailed visual maps of customer / employee journey to identify pain points, opportunities & moments of delights.
- Experience Design : Design user-centric experiences that enhances CSAT / ESAT
- Lead and oversee the full project lifecycle – from requirements gathering and design through to testing, deployment, and post-implementation optimisation.
- Translate business needs into functional, non-functional and data instrumentation requirements; review, analyse and document user stories; conduct walkthroughs with stakeholders and technology teams.
- Coordinate and model evaluation exercises with Users, Data Chapter and Tech teams to ensure compliance with regulatory and performance.
- Ensure User Acceptance Testing (UAT) is planned, coordinated and executed on schedule.
- Monitor post go-live outcomes to track benefits realisation, identify gaps, and develop action plans for continuous improvement and future iterations.
- Drive stakeholder engagement by providing regular updates, risk management, and escalation where necessary.
Requirements
- Relevant experience in project management, digital transformation, or strategic initiatives, ideally within financial services or banking
- Proven track record of delivering AI/automation-related projects, with experience in benefits realisation and change management
- Strong understanding of GenAI, process re-engineering and operational excellence frameworks
- Prior experience managing multi-country or regional projects in a complex matrix environment is a plus
- Project Management: Be able to plan and deliver cross functional initiatives using strong project management and organisational skills.
- Banking & Technology Knowledge:Good understanding of consumer banking operations processes, with experience in technology-driven transformation will be a plus.
- Stakeholder Management & Communication:Ability to engage and influence senior stakeholders, with excellent presentation, storytelling and collaboration skills.
- Analytical Acumen:Skilled at interpreting data to derive insights from multiple datasets and unstructured information flowing in from various channels to drive business decisions and prioritisation.
- Problem-Solving Skills:Ability to manage ambiguity, anticipate likely points of controversy, escalate as appropriate, and devise next step actions towards end outcome to create impact.
- Strong proficiency in MS Office (Word, Excel, Project and Powerpoint)
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