CX Lead - Design & User Testing Manager.Egypt- Retail Customer Experience.Client Experience and Conduct Group-MBEGP

Open 36d

CX Lead and Project Manager / Customer Experience Lead – User testing and Design Manager

Job Purpose:

Ensure all journey designs are customer centric and respond to client feedback and needs
Able to produce and exercise test procedures and recognize errors on new and existing journeys
Undertake and present user experience research to feed into the design to ensure the optimal user experience
Understanding of the customer journey end-to-end
Understanding of Consumer Protection Regulation and how it can be integrated in journeys, communication and for new products & services
Foster innovation and customer centricity to ensure the Department’s digital experiences are contemporary, innovative, and meeting customer needs
Detect and track digital / processes defects and inconsistencies through Voice of customers
Provide timely solutions where gaps identified and implement
Foster customer and frontline feedback to enhance customer experience thought journey enhancement, digitalization and process improvement
Analyze client’s data / information to enhance customer experience
Responsible for running and delivering all projects under the umbrella of RBG CXCG
Ensure that all projects are delivered on-time, within scope and within budget
Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
Develop a detailed project plan to monitor and track progress
Establish and maintain relationships with third parties/vendors

Key Result Areas:

Improve Customer Satisfaction and Net Promoter Score through improved digitized experiences
Improved CX through key participation in journey design and testing impacting client experience
Enhances CX metrics across the board
Collaborate closely with other team members and stakeholders
Interact with customers and analyze their feedback
Work across all levels, functions and divisions to enhance service standards
Escalate concerns to management and when required

Knowledge, Skills, and Experience:

Should be professional, proactive and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs
Strong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvements
Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution
In depth understanding of Retail Banking products and services, processes and system complexities

Lead and manage a team of designers and user researchers, providing strategic direction and mentorship.
Develop and implement design strategies that align with the Central Bank of Egypt's requirements, ensuring compliance and a seamless customer experience.
Conduct thorough user research and testing to gather insights and identify areas for improvement in our retail customer journey.
Collaborate with cross-functional teams, including product development, marketing, and operations, to integrate design thinking and user-centric approaches.
Create and maintain design systems, style guides, and brand standards to ensure a consistent and cohesive customer experience across all touchpoints.
Stay updated with industry trends, best practices, and emerging technologies in customer experience design and user testing.
Analyze and interpret user testing data, providing actionable insights and recommendations to improve our products and services.
Work closely with the development team to translate design concepts into functional and user-friendly digital experiences.
Ensure the timely delivery of design projects, managing resources effectively, and meeting project milestones.

Bachelor's degree in Design, Human-Computer Interaction, or a related field; Master's degree is preferred.
5+ years of experience in design leadership, with a proven track record in managing complex design projects.
In-depth knowledge of user-centric design principles and methodologies, including user research, prototyping, and testing.
Strong understanding of the Central Bank of Egypt's regulations and their impact on retail customer experience.
Proficiency in design software such as Figma, Sketch, Adobe Creative Suite, and prototyping tools.
Excellent communication and collaboration skills, with the ability to lead and inspire a diverse team.
Analytical mindset with experience in interpreting data and providing actionable insights.
Experience in the financial services industry is highly advantageous.
Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.
Strong problem-solving skills and a customer-centric approach to design and user testing.