Experience Designer, Digital Transformation/ Digital Banking Group

Lead the design and optimisation of end-to-end customer journeys, creating seamless experiences across mobile, branch, and other service channels to improve customer satisfaction and drive digital engagement. Conduct customer research and analyse behavioural data to uncover barriers to digital adoption, translating insights into service improvements and new digital capabilities. Partner with cross-functional teams across Digital, Product, Technology, Operations, Branch Banking, Marketing, Risk, and Compliance to deliver customer-centric solutions and transformation initiatives. Own digital adoption and migration performance, defining KPIs, tracking outcomes, and continuously improving journeys to increase digital usage, reduce branch dependency, and lower cost-to-serve. .