Job Description

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.