CX Design Officer

About the role

The CX Design Officer will lead the mapping and improvement of customer journeys for our Customer Delight projects. You will work closely with business teams to design and implement experiences that delight our customers and align with the bank’s strategic goals.

Key responsibilities

• Map customer journeys and micro‑journeys to identify improvement opportunities.
• Design and launch projects that enhance the overall customer experience.
• Lead Delight‑ineering episodes and develop Signature Experiences with business units.
• Collaborate with product groups, internal stakeholders, external partners, and other units of the bank.
• Create GANTT schedules, prioritisation matrices, roadmaps, and communication materials for projects.
• Execute, monitor, and measure project outcomes against defined goals.
• Coach and train cross‑functional teams on customer‑delight thinking and journey methodology.

Required profile

• Bachelor’s degree in marketing, business administration, finance, economics or data analytics.
• 5‑10 years of experience in retail banking or a similar industry that manages known customers.
• Background in financial services, retail or fast‑moving consumer goods is preferred.
• Experience in traditional/digital marketing, sales, branch banking, business development, customer service, project management, business transformation or change management.
• Familiarity with bank and financial‑institution products and services.
• Strong communication, collaboration and innovative problem‑solving abilities.

Required skills

• Project Management
• Agile Methodology
• Design Thinking
• Data Analytics
• Marketing
• Market Research