Experience Designer, Digital Transformation/ Digital Banking Group

• Lead the design and optimisation of end-to-end customer journeys, creating seamless experiences across mobile, branch, and other service channels to improve customer satisfaction and drive digital engagement.

• Conduct customer research and analyse behavioural data to uncover barriers to digital adoption, translating insights into service improvements and new digital capabilities.

• Partner with cross-functional teams across Digital, Product, Technology, Operations, Branch Banking, Marketing, Risk, and Compliance to deliver customer-centric solutions and transformation initiatives.

• Own digital adoption and migration performance, defining KPIs, tracking outcomes, and continuously improving journeys to increase digital usage, reduce branch dependency, and lower cost-to-serve.

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