User Testing & Design Manager

About the job:

Project description

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

Responsibilities:

• 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.