Key Responsibilities

• Shape user experience and design of new and existing digital solutions for customers through the human centred design (HCD) centre of excellence.
• Identify opportunities to improve existing digital experiences, focusing on usefulness, usability, visual design, content, and branding.
• Work with a number of stakeholders and gain exposure across the bank, with scope for career development.
• Apply HCD methods to translate and identify customer needs, balancing these with business objectives and technology to improve user experiences with commercial impact.
• Provide high quality consultancy and collaborate to drive and deliver improvements.
• Lead third party partners and internal HCD design teams from briefing to end delivery.
• Shape HCD design and research briefs, ensuring new experiences meet user and business objectives.
• Embed user experience best practices across experience and journey managers, creating and improving guidelines, driving consistency, and ensuring benefits are understood.
• Coach and mentor teams, building HCD knowledge and advocacy of good user experience and design.

Skills and Expertise

• Experience working in a digital role focused on user experience or design (product design, user research, interaction design, graphic design, or digital optimisation).
• Expert understanding of human and user-centred design methods, usability, user research, and accessibility design.
• Experience with Agile methods and ability to work on multiple projects simultaneously.
• Understanding of the business, market trends, customer needs, and operational strategies contributing to business success.
• Experience working with agencies and third parties, from briefing to delivery.
• Problem-solving abilities, understanding of issues, and identification of opportunities with the customer in mind.
• Experience with large-scale digital estates and a wide variety of stakeholders.
• Excellent influencing and storytelling skills, providing constructive feedback to various stakeholders.
• Strong verbal and written communication skills and attention to detail.