The company is seeking a Senior Consultant to lead user experience research, experience governance, and continuous improvement activities. In this role, you will act as the principal UX expert supporting the Digital Experience function.
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Key Responsibilities
- Plan and conduct UX Research.
- Perform UX Audits across digital platforms.
- Lead usability testing and A/B testing.
- Analyze behavioral analytics and Voice of Customer insights.
- Design concepts, wireframes, and prototypes (low-to-high fidelity) ready for stakeholder review and user testing.
- Measure post-launch experience and adoption.
- Produce actionable UX recommendations and improvement roadmaps.
- Facilitate discovery and experience workshops.
- Support accessibility and digital experience compliance.
Requirements
- UX Research & Discovery (interviews, exploratory research, benchmarking).
- Behavioural & Product Analytics (web/product analytics platforms, e.g., Matomo, GA4; session analytics, e.g., Microsoft Clarity).
- Usability Testing (moderated and unmoderated; testing tools, e.g., Maze).
- Design & Prototyping (Figma / FigJam).
- Voice of Customer & CX Listening (NPS, CSAT; listening tools, e.g., Lucidya).
- Experience Strategy & Governance (experience KPIs, improvement roadmaps, DGA / NDS standards, DXP environments).
Expected Deliverables
- UX Audit Report — per platform against NDS and accessibility standards (all MIM platforms).
- Usability Testing Report (methodology, findings, recommendations) — per testing round / per service before launch. (min 8 reports per quarter)
- Behavioural Analytics Report — monthly or quarterly, based on platform data. (min 8 reports per quarter)
- VOC Insight Report (operations tickets, NPS, CSAT analysis and recommendations) — quarterly. (min 8 reports per quarter)
- UX Research Report (interviews, discovery research, benchmarking) — per study. (min 8 reports per quarter)
- Research Repository — foundational setup, then continuously maintained.
- Journey Maps (As-is / To-be) for the investor journey — per journey.
- Experience Measurement Framework (KPI definitions and measurement methodology) — foundational, one-time.
- Post-launch Experience Report — per launched service.
- UX Improvement Roadmap with closure tracking — quarterly.
- DGA Evidence File consolidating research, testing, and measurement outputs — annual, ahead of the assessment cycle.
- All reports must include methodology, sample, and supporting evidence.
Expected Outcomes
- Operate the Digital Enablement Department with senior-level expertise.
- Improve digital services and investor journeys.
- Enable data-driven continuous improvement.
- Deliver measurable outputs: the Digital Experience Maturity evidence file, NDS audit cycles for the three platforms, quarterly VOC insight reports (tickets, NPS, CSAT), and concept prototypes for new initiatives.
- Increase business value and service quality.
- Strengthen collaboration between Demand Management, Product, and Digital Enablement.
