Drive UX strategy and research for customer-facing apps, shaping user journeys and ensuring high-quality, insight-driven design in a collaborative environment.

Job Duties:

- Lead UX evaluation and provide critical design reviews across digital products and customer-facing applications 

- Conduct user research activities including focus groups, interviews, and usability testing to uncover customer insights 

- Design research frameworks, questionnaires, and discussion guides to support product decision-making 

- Develop user journeys, personas, and experience strategies to enhance customer engagement 

- Collaborate closely with Product Managers, BAs, IT, and business teams to influence product direction 

- Drive UX governance standards, ensuring consistency and quality across digital experiences 

- Analyse user feedback and behavioural data (e.g. in-app surveys, analytics tools) to recommend improvements 

- Advocate for customer-centric design principles across project lifecycle 

Job Requirements:

- 4+ years of experience in UX / Product Design/ UX Research , ideally within customer-facing platforms 

- Strong critical thinking and ability to evaluate and challenge design decisions constructively 

- Proven experience in user research methods such as interviews, focus groups, and usability testing 

- Skilled in journey mapping, heuristic evaluation, and translating insights into actionable improvements 

- Confident communicator with strong stakeholder management across business and technical teams 

- Self-driven and capable of working independently with minimal supervision 

- Mature, collaborative team player with high emotional intelligence 

- Familiarity with tools such as Figma, and analytics platforms (e.g. GA, Firebase) 

- Experience in regulated industries (e.g. banking, insurance, fintech) is an advantage 

- Exposure to design systems, governance frameworks, and Voice of Customer programmes is a plus