CX Lead - Design & User Testing Manager

About the role

We are looking for a CX Lead who will drive customer‑centric journey design, user testing and digital innovation for our retail banking division. You will act as the bridge between customers, frontline staff and technology teams to ensure seamless, compliant experiences.

Key responsibilities

• Design and continuously improve end‑to‑end customer journeys based on feedback and regulatory requirements.
• Develop and execute test procedures, identify errors, and present findings to enhance existing and new digital journeys.
• Conduct user‑experience research and translate insights into actionable design improvements.
• Manage and deliver CX projects on time, within scope and budget, coordinating internal stakeholders and third‑party vendors.
• Monitor Voice‑of‑Customer data to detect defects, propose solutions and track implementation.
• Analyse client data to uncover opportunities for journey enhancement, digitalisation and process optimisation.

Required profile

• Professional, proactive and customer‑centric attitude with strong empathy.
• Excellent analytical skills to interpret data and recommend improvements.
• Ability to handle complex stakeholder engagement and resolve issues efficiently.
• In‑depth knowledge of retail banking products, services and related processes.

Required skills

• Project management methodologies and tools.
• User testing and journey design techniques.
• Understanding of consumer protection regulations.

What we offer

• Opportunity to shape digital experiences for a leading retail bank.
• Collaborative environment with cross‑functional teams.
• Competitive compensation and professional development.