Job Description:
Key Responsibilities
User Experience Strategy & Design
- Lead end-to-end UX activities across banking applications, customer portals, employee platforms, and digital channels.
- Define user journeys, information architecture, wireframes, prototypes, and interaction models.
- Conduct UX research, stakeholder workshops, usability testing, and user interviews.
- Create intuitive experiences that balance customer needs, business objectives, compliance requirements, and technical constraints.
- Design experiences for complex banking processes such as payments, trading, onboarding, authentication, approvals, and account management.
Chatbot & Conversational Experience Design
- Design conversational interfaces for AI assistants, chatbots, and virtual agents.
- Develop chatbot interaction flows, conversation maps, error-handling scenarios, and escalation journeys.
- Ensure AI experiences align with banking regulations, accessibility standards, customer trust requirements, and responsible AI principles.
- Collaborate with AI/Engineering teams to optimise user interactions and improve chatbot adoption.
Design Systems & Visual Design
- Contribute to and maintain enterprise design systems and component libraries.
- Create high-fidelity designs, interactive prototypes, and reusable UI patterns.
- Ensure consistency across web, mobile, and conversational experiences.
- App ly banking branding guidelines and accessibility standards (WCAG 2.1+).
Research & Validation
- Conduct usability testing and customer validation sessions.
- Analyse user behaviour, customer feedback, analytics, and pain points.
- Convert research findings into actionable design improvements.
- Measure and improve key UX metrics including task completion, customer satisfaction, adoption, and usability.
Required Skills & Experience
UX/UI Expertise
- 8+ years of UX/UI design experience.
- Strong experience designing:
- Banking applications
- Customer self-service portals
- Financial services platforms
- Enterprise web applications
- Conversational AI experiences
Design Tools
- Advanced proficiency in:
- Experience with:
- FigJam
- Miro
- Zeplin
- InVision
- Adobe Creative Suite
UX Deliverables
- User personas
- Customer journey maps
- Information architecture
- Wireframes
- Interactive prototypes
- Usability testing artefacts
- Design system documentation
Accessibility & Standards
- Strong understanding of:
- WCAG 2.1+
- Responsive design principles
- Human-centred design
- Design thinking methodology
- Banking security and compliance requirements
Preferred Experience
- Experience designing AI-enabled products and chatbots.
