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User Testing & Design Manager

Luxoft Dubai, United Arab Emirates Posted: 18 Jun 2024


  • Estimate: $60k - $80k*
  • Zero income tax location


  • Hybrid
  • Visa Provided


  • Experience: Senior
  • English: Professional


About the job:

Project description

Reputed bank in UAE is urgently looking for a resource to support for CX leads in Retail banking


  • Able to produce and exercise rigorous test procedures and recognize errors
  • Ensure all journey designs are customer-centric and respond to client feedback and needs
  • Undertake and present user experience research to feed into the design to ensure the optimal user experience
  • Understanding of the customer journey end-to-end
  • Foster innovation and customer and audience focus to ensure the Department's digital experiences are contemporary, innovative, and meeting customer needs
  • Detect and track digital/process defects and inconsistencies
  • Provide timely solutions where gaps identified
  • Foster customer and frontline feedback to enhance customer experience
  • Analyze client's data/information to enhance customer experience
  • Responsible for running and delivering all projects under the umbrella of RBG CXCG
  • Ensure that all projects are delivered on-time, within scope, and within budget
  • Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
  • Develop a detailed project plan to monitor and track progress
  • Establish and maintain relationships with third parties/vendors
  • Improve Customer Satisfaction through improved digitized experiences
  • Improved CX through key participation in journey design and testing impacting client experience
  • Enhances CX metrics across the board
  • Collaborate closely with other team members and departments
  • Interact with customers and analyze their feedback
  • Work across all levels, functions, and divisions to enhance service standards
  • Escalate concerns to management and when required
  • Should be professional, proactive, and customer-centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs
  • Strong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvements
  • Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution
  • In-depth understanding of Retail Banking products and services, processes, and system complexities

Mandatory Skills:

Primary skillset: Customer experience, User Research and Testing, Process Optimization, Data Analysis

Detailed Skills:

  • 3-5 years of experience in user experience (UX) design and research, including conducting user interviews, usability testing, journey mapping, and designing intuitive and customer-centric digital experiences.
  • 2-3 years of experience in process optimization, including identifying pain points, analyzing data, and implementing improvements to streamline workflows and enhance customer experience.
  • 3-5 years of project management experience, including developing project plans, managing stakeholders, tracking progress, and delivering projects on time and within budget.
  • Experience working in a customer-facing role or retail banking environment, with a strong understanding of banking products, services, and customer needs.
  • Familiarity with Agile/Scrum methodologies and experience working in a fast-paced, iterative environment.
  • Strong analytical and data analysis skills, with the ability to interpret customer data and translate insights into actionable recommendations.
  • Proven track record of fostering innovation and driving continuous improvement to digital experiences.
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About Luxoft

Luxoft empowers business leaders with analytics and software engineering capabilities to thrive in shifting markets. As a trusted partner for modernization, we focus on bespoke engineering, digital-native processes, and advanced teams. Our global presence spans 61 offices in 28 countries.

Benefits at Luxoft

    • Thrive in a community of professionals dedicated to excellence and innovation.
    • Access over 200 courses on programming, software testing, business analysis, Agile, and more.
    • Be part of a global company with offices in 28 countries.