Manager, Customer Experience Improvement
Core
Lead high-profile design sprints to rapidly understand current state experiences, identify opportunities for change, and design target state journeys for Consumer Bank customers.
Role type
Manager, Service Design & Customer Experience
Builds
Current and target state customer journeys and strategic improvements for the Consumer Bank
Domain
Financial Services / Service Design
Deliverable
product features
Required skills
Service Design, Human-Centred Design, Design Sprint facilitation, Stakeholder influence, Workshop facilitation, Qualitative & Quantitative research, Data-driven design, Ambiguity management
Preferred skills
Google Design Methodology, Multi-channel service design, Consulting/Agency experience, Financial services experience, Team leadership
Technologies
Miro, Figma, Microsoft PowerPoint, M365
Responsibilities
Run design sprints with executive stakeholders, design and facilitate workshops, develop concepts, test with customers and Bankers, translate insights into strategic improvements
Seniority
Manager, hands-on IC with strategic scope
