Job Description

TMO - CX Research & Design Specialist

About the Role

We are seeking a CX Research & Design Specialist to support customer-centric transformation initiatives within Corporate Banking. This role will be responsible for generating deep customer, market, and industry insights through structured research activities and collaborating with cross-functional teams to shape customer experience strategies.

The ideal candidate combines strong research capabilities, stakeholder facilitation skills, and a passion for translating insights into actionable business opportunities.

Key Responsibilities

Customer & Stakeholder Research

• Plan, organize, and conduct qualitative and quantitative research activities, including customer interviews, expert interviews, surveys, and focus groups.
• Engage Relationship Managers (RMs), customers, industry experts, and external partners to gather actionable insights.
• Apply structured research methodologies to identify customer needs, pain points, behaviors, and opportunities.

Market & Industry Analysis

• Conduct desk research on industry trends, market developments, customer behaviors, and competitor offerings.
• Support Product Owners and business teams in identifying emerging opportunities across targeted industry sectors.

Research Framework & Governance

• Develop and maintain standardized research guidelines, interview frameworks, survey methodologies, and insight documentation standards.
• Ensure consistency and quality across all customer research activities.

Workshop Facilitation

• Partner with Product Owners, Business Analysts, and external agencies to design and facilitate workshops, co-creation sessions, and insight-generation events.
• Present findings and recommendations in a clear and compelling manner to business stakeholders.

Required Qualifications

• Bachelor's degree in Business, Marketing, Design, Psychology, Economics, Banking, or a related field.
• Minimum 5 years of experience in CX Research, UX Research, Design Research, Customer Insights, Market Research, or related disciplines.
• Demonstrated experience conducting customer research, stakeholder interviews, surveys, and insight-generation activities.
• Strong workshop facilitation and stakeholder management skills.
• Mandatory: Experience working on customer experience, customer journey, product, service, or transformation initiatives for SME, Mid-Market, Large Corporate, Commercial Banking, Transaction Banking, or B2B customer segments.
• Ability to synthesize research findings into actionable recommendations for business stakeholders.
• Strong written and verbal English communication skills.

Highly Preferred

• Experience in Corporate Banking, Transaction Banking, Cash Management, Trade Finance, Supply Chain Finance, Commercial Banking, or B2B Financial Services.
• Experience working with Relationship Managers (RM), industry specialists, corporate customers, or business banking teams.
• Familiarity with Design Thinking, Human-Centered Design, Jobs-to-be-Done, or Service Design methodologies.