About the Role
As an AVP/VP – Experience Design, you will lead and shape the end-to-end customer experience across Personal Banking digital journeys and products. This role involves working within an Agile, squad-based delivery environment to ensure customer experience is integrated from discovery through to delivery. You will collaborate with Product, Technology, and Business teams to drive innovation, elevate experience standards, and deliver measurable customer outcomes.
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What You'll Be Doing:
- Own and be accountable for customer experience design outcomes across digital journeys and products delivered through Agile squads.
- Collaborate closely with Product Owners, Engineers, Business Stakeholders, and Chapter Leads to ensure customer experience is embedded throughout the product lifecycle.
- Balance long-term experience strategy with sprint-based delivery priorities to drive continuous improvement.
- Lead experience reviews and quality assessments to ensure solutions are intuitive, accessible, and aligned with customer needs.
- Govern adherence to the Design Language System (DLS), ensuring consistency across all digital touchpoints.
- Act as the final experience sign-off authority for Personal Banking initiatives and customer-facing solutions.
- Drive experience research and innovation initiatives to uncover customer insights, emerging trends, and future opportunities.
- Explore, validate, and champion AI-enabled customer experiences including personalization, intelligent guidance, and process automation.
- Ensure AI-driven experiences remain customer-centric, ethical, transparent, and compliant with regulatory requirements.
- Partner with Banking Leadership, Product, and Technology teams to influence prioritization and strategic decision-making through a customer experience lens.
- Lead, mentor, and develop experience designers and content practitioners, fostering a culture of accountability, collaboration, and innovation.
- Promote continuous improvement and maturity of design practices, methodologies, and experience governance across the organization.
What We're Looking For:
- 10+ years of experience in Experience Design, UX/UI Design, or Product Design within digital, financial services, or consumer-facing organizations.
- Proven leadership experience managing and mentoring design teams in Agile environments.
- Strong experience working within Agile, squad-based delivery models and cross-functional teams.
- Deep understanding of Personal Banking customer journeys, digital channels, and regulatory considerations.
- Demonstrated expertise in developing, implementing, and governing design systems at scale.
- Experience leveraging customer research, usability testing, and data-driven insights to improve customer outcomes.
- Practical exposure to AI-enabled experiences and emerging digital technologies.
- Strong stakeholder management skills with the ability to influence executive-level decision-making.
What You Should Have:
- UX/UI Design Leadership
- Strong UX/UI capability
- Design Systems & Design Governance
- Agile Product Delivery
- Human-Centered Design Methodologies
- Customer Journey Mapping
- Design Research & Usability Testing
- AI-Enabled Experience Design experience
- Stakeholder Management & Influencing Skills
- Team Leadership & People Management
- Strategic Thinking & Innovation
- Communication & Presentation Skills
What's In It For You:
- Competitive, performance-linked compensation.
- Medical coverage for you and your family.
- Inclusive and collaborative workplace culture.
- Opportunity to shape the future of digital banking experiences.
- Exposure to cutting-edge AI and emerging digital technologies.
- Professional development and leadership growth opportunities.
- Opportunity to work on high-impact customer transformation initiatives across the bank.
