The CX Designer will be responsible for modelling end-to-end products / brand experience of DB customers, support in conversion at crucial phases of customer journey lifecycle, manage customer experience and deliver enhanced customer experiences, services and touch points to realize overall business objectives.
The incumbent will collaboratively work alongside internal and external teams in evolving / transforming customer journeys, designing CX design tools / methods, delivery of research, communications and customer engagement initiatives across various high-performing digital and offline environments, in consistent with DB’s value proposition.
The UX Designer will function as an architect of the user experience, streamlining UI / UX pertaining to all DB products.
The incumbent will work collaboratively with internal and external stakeholders to design solutions that meet strategic business objectives, and customer needs of the Bank.
The incumbent will plan and execute usability studies and similar user studies to validate the design and user interactions and design distinctive and user-centric products and experiences.
Detailed Roles and Responsibilities (CX Designer)
Stay abreast of and develop standards, systems and best practices related to emerging technologies, usability tendencies, and contemporary CX design concepts.
Leverage a human centered design approach to resolve multifaceted needs of DB customers alongside delivery of brand value and growth in collaboration with relevant stakeholders.
Work cross functionally with the relevant stakeholders in developing high-touch, and hyper-personalized product / service value propositions based on inclinations / needs.
Evolve / reshape or transform customer journeys through engaging, end-to-end and multilayered digital / non-digital channel experiences with cross-functional collaboration, as applicable.
Actively employ feedback sourced through distribution channels / customer touch points and market research tools to enhance customer experience by eliminating friction areas and increasing positive touch points.
Research on opportunities within the digital experience domain, including competitor analysis, to drive initiatives to progress and provide seamless customer experience.
Outline, and track interactions through customer experience roadmaps, customer journey maps and personas to create user-centered solutions throughout the customer lifecycle.
Collaborate with relevant project teams in defining the tactical roadmap for CX / UX project execution, encompassing requirement identification, goal setting, user analysis, etc.
to translate business objectives into engaging capabilities.
Manage the team, and network with customer facing / support units in monitoring to ensure consistency check in customer service experience / service delivery within the parameters set by the Bank, and provide trend data to the management.
Contribute towards the design and delivery of Quality Assurance framework, and Bank-wide Quality Assurance plans and practices including, but not limited to, quality standards, procedures and internal controls, in close coordination with the Quality Assurance section.
Manage the formulation and implementation of quality parameters specific to the respective units, for sustaining customer expectations and in the mitigation of complaints / concerns / issues through the engagement platforms.
Contribute towards enhancing the internal (employee engagement) and external brand experience, in addition to digital and offline customer experience delivery functions.
Work closely with the product teams and Business Units in capturing customer's expectations, preferences and dislikes to synthesize product and service innovations.
Analyze behavioral information pertaining to customer feedback, alongside attitudes, motivations etc., to comprehend customer needs.
Work closely with the Brand management team in charting new as well as continuous evolvement of creative content strategy to support advertising / marketing initiatives, and perform constant usability checks to gauge efficacy.
Ensure profound integration of CX with sales strategies, through contributing towards the formulation of pricing models, differentiated pricing and product bundling capabilities, based on customer profiles / needs.
Contribute towards and manage the development, execution and assessment of operational customer engagement initiatives in alignment with the overall customer service strategies.
Guide the respective project teams on customer and user experience trends and best practices and in delivering customer-centered design solutions.
Analyze and update the Senior Management on relevant customer satisfaction measures and emerging issues to enable to facilitate the customer-centric decision making process.
Manage the formulation and employment of integrated customer engagement initiatives to heighten overall customer experiences.
Frame, propose and reiterate user flows and Interactive prototypes in close coordination with the relevant stakeholders.
Develop proactive / responsive customer service systems to implant best practice customer-centric process frameworks / actions.
Ascertain opportunities for enhanced service delivery through online and e-services delivery, and proactive usage of digital technologies to optimize customer experience.
Measure the usability of prevailing and fresh banking products / services, and suggest constructive propositions, as deemed necessary.
Work closely with the respective stakeholders in evaluating risks associated with the CX / UX design projects.
Initiate and promote credit and loyalty programs in the course of customer interactions across all touch points / channels.
Manage / track CRM data and analytics, and ROI through measurable indicators
Detailed Roles and Responsibilities (UX Designer)
Stay abreast of best practices related to various application designs, emerging technologies and usability tendencies, contemporary UI / visual design concepts.
Introduce and advocate user design guidelines, best practices and standards across the organization and promote allied design recommendations and campaigns.
Collaborate with relevant project teams in defining the tactical roadmap for UX project execution, encompassing requirement identification, goal setting, user analysis, etc.
to translate business objectives into engaging capabilities.
Initiate product research grounded on market and user research encompassing customer requirements, drives, goals, and actions to gain relevant insights.
Employ / lead varied channels / methods in research including but not limited to benchmark studies, focus groups, field studies, stakeholder interviews, experiential evaluations, participatory sessions, online surveys, competitive analysis, usability studies and related approaches to optimize the user experience.
Partner with the relevant stakeholders in short- and long-term planning efforts with respective stakeholders based on business priorities and budget estimates.
Create wireframes, storyboards, user / process flowcharts etc., to effectively communicate interaction and design ideas and in visualizing the product design.
Design interface designs, screen mockups and Interactive prototypes centered on the outcomes of usability analysis and consumer responses.
Manage UI / UX related projects across the firm, including design / implementation of UX metrics to measure the impact of design modifications on user experience, including but not limited to success rate, error rate, abandonment rate, time to complete task, and clicks to completion.
Identify potential usability issues and design opportunities and collaborate with the relevant stakeholders to define and implement innovative solutions for the product direction / experience.
Assess user interaction with the product / user experience of product through user testing approaches, including but not limited to usability testing, focus groups, beta testing, A / B testing, surveys and other parallel methodologies.
Perform constant testing, and detect improvements to safeguard customer satisfaction.
Sustain consistent design excellence by incorporating user / customer feedback into inclusive UI / UX design across various products.
Resolve project challenges with deliberate solutions alongside promoting high-quality user experience throughout entire project phases in partnership with the stakeholders.
Work closely with the respective stakeholder in evaluating risks associated with the UX design projects.
Monitor CRM data and analytics, and ROI through measurable indicators.
University graduate with a degree in Marketing, Computer Science, Information Systems, psychology, Statistics or any other related discipline.
Master’s degree in Management any other related discipline will be an added advantage.
Experience / Skills - CX Designer
10-15 years of total experience in financial services / banking industry, entailing responsibilities pertaining to the specific area of discipline.
Experience in user-centered design, CX / UX development / testing or as a Product Manager.
Demonstrated success in developing multifaceted customer journeys.
Experience in customer / user experience research.
Significant experience in customer experience management on digital front.
Up-to-date with the latest CX trends, techniques, and technologies
Experience / Skills - UX Designer
08-12 years of total experience in financial services / banking industry, entailing responsibilities pertaining to the specific area of discipline.
Experience in user-centered design, UX development or testing.
Demonstrated success in robust portfolio of UI / UX designs.
Experience in user experience research.
Expertise in IA tools
Up-to-date with the latest UI trends, techniques, and technologies
Proficiency in Visual design and wire-framing tools