CX Designer

JOB RESPONSIBILITIES:

1. Customer Journey Design & Enhancements:

• Develop customer journey maps, user flows, service blueprints across digital channels.
• Identify pain points, bottlenecks, and opportunities to simplify and improve customer interactions.
• Create low-fidelity wireframes for new features and enhancements
• Support the design in seamless, intuitive, and consistent customer experiences across digital channels

2. Business & Requirement Understanding:

• Understand business requirements, product objectives, and operational or regulatory constraints for assigned initiatives.
• Translate business needs into customer-centric experience solutions.

3. Digital Touchpoint Optimization:

• Support the enhancement of digital touchpoints, including websites, mobile apps, and online support channels.
• Ensure proposed designs align with existing standards, branding, and usability guidelines.
• Collaborate with UI designers to improve usability and accessibility.

4. Customer Feedback Management:

• Support the collection and analysis of customer feedback through surveys, usability testing, and other feedback channels
• Analyze customer behavior, complaints, and journey performance to identify experience gaps.
• Translate insights into actionable inputs for journey and design improvements.

5. Compliance, Standards & Best Practices:

• Ensure proposed experience solutions align with regulatory, compliance, and information security requirements.
• Stay updated on CX/UX trends, industry practices, and emerging digital technologies.
• Contribute to maintaining CX templates, standards, knowledge repositories.

KNOWLEDGE / QUALIFICATIONS / EXPERIENCE AND SKILLS:

• Bachelor’s degree in a related field.
• 3-5 years of experience in CX, UX, Service Design, or Digital Product Design.
• Hands-on experience with journey mapping, user flows, and wireframing tools (e.g., Figma, Miro, etc.).
• Basic understanding of customer research methods, usability testing, and customer behavior analysis.
• Familiarity with digital product environments, preferably within banking, fintech, or other regulated industries.
• Familiarity with agile process and principles.
• Strong analytical and problem-solving skills.
• Ability to collaborate effectively with cross-functional teams, including Product, Technology, and Operations.
• Good communication and presentation abilities with a customer-centric mindset.

WORKING ENVIRONMENT:

• Internal - 80 %
• External - 20%