Job Description UI/UX Design Lead – Omnichannel & Digital Banking Transformation Position Summary Federal Bank is seeking an exceptional UI/UX Design Lead to own and drive the design vision, strategy, and execution for the Bank’s digital channels, including Mobile Banking, Internet Banking, and future Omnichannel customer experiences. This is a strategic leadership role responsible for creating world-class digital experiences that are intuitive, inclusive, engaging, and aligned with evolving customer expectations. The selected candidate will lead the Bank’s UI/UX practice, establish design standards and governance, build an in-house design center of excellence, and ensure that every customer journey across digital touchpoints delivers a seamless and superior user experience. The role requires deep expertise in user-centered design, customer journey design, retail banking, digital product design, design systems, usability research, accessibility, and mobile-first experience design. The individual will initially work alongside specialist design partners and consultants but will be accountable for building a strong internal UI/UX capability, enabling the Bank to become fully self-sufficient in design within a defined timeframe. --- Key Role Objectives The UI/UX Design Lead will be responsible for: · Defining and driving the Bank-wide UI/UX vision for customer-facing digital channels. · Establishing industry-leading design standards, frameworks, and governance practices. · Designing seamless end-to-end customer journeys across Mobile Banking, Internet Banking, Assisted Banking, and future Omnichannel platforms. · Enhancing customer engagement, adoption, satisfaction, and digital conversion through superior user experiences. · Building and mentoring an internal team of UI/UX designers and researchers. · Creating a sustainable in-house design capability that minimizes long-term dependence on external design agencies. · Ensuring consistency, accessibility, scalability, and usability across all digital products and customer touchpoints. --- Key Responsibilities 1. Design Strategy & Experience Leadership · Define and own the Bank’s overall digital design strategy. · Lead the design vision for Mobile Banking, Internet Banking, Omnichannel Banking, and emerging customer engagement platforms. · Establish customer experience principles, design guidelines, and UX governance frameworks. · Drive design decisions based on customer insights, business objectives, and usability best practices. · Champion a customer-first culture across business, product, and technology teams. 2. Customer Journey & Experience Design · Design and optimize end-to-end customer journeys for retail banking products and services. · Identify customer pain points, friction areas, and abandonment drivers. · Improve onboarding, servicing, transactions, engagement, acquisition, cross-sell, and self-service journeys. · Create seamless experiences across mobile, web, branch-assisted, and future digital touchpoints. · Continuously evaluate customer interaction patterns and usability metrics to drive improvements. 3. User Research & Insights · Define research methodologies and user testing frameworks. · Conduct qualitative and quantitative user research. · Develop customer personas, behavior models, empathy maps, and journey maps. · Perform usability testing, heuristic evaluations, and customer feedback studies. · Translate research findings into actionable design recommendations. 4. UI/UX Design Execution · Lead the creation of: o Wireframes o User Flows o Information Architecture o Interactive Prototypes o High-Fidelity Designs o Design Specifications · Ensure consistency across all channels through robust design systems and reusable components.



· Review and approve all major design deliverables before implementation. · Collaborate closely with product and engineering teams to ensure pixel-perfect execution. 5. Design System & Governance · Establish and maintain the Bank’s enterprise design system. · Define standards for visual design, interaction patterns, accessibility, and usability. · Govern design consistency across products, teams, and channels. · Ensure all design outputs align with branding, regulatory, and accessibility requirements. · Develop and maintain design documentation, pattern libraries, and style guides. 6. Accessibility & Inclusive Design · Ensure compliance with accessibility standards and industry best practices. · Promote inclusive design principles catering to diverse customer segments. · Incorporate accessibility reviews as part of the design lifecycle. · Improve usability for customers across varying digital literacy levels. 7. Team Building & Capability Development · Build and lead a high-performing UI/UX team comprising designers, researchers, and specialists. · Recruit, mentor, coach, and develop junior designers. · Establish design review and quality assurance mechanisms. · Define competency frameworks and career development paths for design professionals. · Foster a culture of innovation, collaboration, experimentation, and continuous learning. 8. Vendor Management & Capability Transition · Work closely with external UI/UX consultants and specialist design vendors during the initial transformation phase. · Ensure knowledge transfer from external partners to internal teams. · Establish internal capabilities, processes, and governance required for long-term self-sufficiency. · Drive the transition from vendor-supported operations to a fully internalized design function. · Ensure that within the defined roadmap period, the Bank possesses comprehensive in-house UI/UX expertise for all digital initiatives. 9. Cross-Functional Collaboration · Partner with Product, Business, Technology, Analytics, Digital Marketing, Customer Service, and Operations teams. · Translate business requirements into intuitive and customer-friendly experiences. · Balance customer experience priorities with technology and business constraints. · Facilitate workshops, design reviews, ideation sessions, and stakeholder engagements. 10. Innovation & Market Benchmarking · Stay updated with emerging trends in: o Digital Banking o Mobile Banking o Omnichannel Experience o Fintech Innovation o Experience Design o AI-assisted Personalization · Benchmark against leading global and domestic banking platforms. · Identify opportunities for design differentiation and customer delight. · Promote innovation through experimentation and design thinking methodologies. --- Minimum Experience · 8 - 10 years of overall experience in UI/UX Design, Product Design, Customer Experience Design, or Digital Experience Management. · At least 2 years in a leadership role managing UI/UX teams and design delivery. · Proven experience designing large-scale customer-facing mobile and web applications. · Solid exposure to retail banking, financial services, fintech, or digital commerce platforms. · Experience building and scaling design teams and operating models. · Demonstrated success in transforming digital customer journeys and improving user adoption and engagement metrics.



--- Educational Qualifications · Bachelor's or Master's Degree in: o UI/UX Design o Interaction Design o Human-Computer Interaction (HCI) o Product Design o Graphic Design o Digital Design o Computer Science o Related disciplines · Professional certifications in UI/UX, Design Thinking, Customer Experience, or Human-Centered Design will be an added advantage. --- Core Technical Skills Design & Prototyping · Figma (Mandatory) · Adobe XD · Sketch · InVision or equivalent platforms · Rapid Prototyping Tools Research & Collaboration · Miro · Zeplin · FigJam · User Testing Platforms · Analytics and Journey Tracking Tools Design Expertise · Information Architecture · Interaction Design · User Flow Design · Journey Mapping · Design Systems · Micro-interactions · Responsive Design · Mobile-First Design · Accessibility Design Delivery Methodologies · Agile · Scrum · Design Thinking · Lean Product Development --- Critical Competencies Functional Competencies · Retail Banking Product Knowledge · Digital Banking Domain Expertise · Customer Journey Design · UX Research · Design Systems Management · Omnichannel Experience Design · Accessibility & Inclusive Design · Customer Behavior Analysis · Data-Driven Design Decision Making Leadership Competencies · Team Building & Mentorship · Strategic Thinking · Stakeholder Management · Vendor Management · Innovation Leadership · Change Management · Problem Solving · Decision Making · Executive Communication --- Key Performance Indicators (KPIs) / KRAs Customer Experience · Improvement in customer satisfaction and usability scores. · Reduction in customer journey drop-offs and friction points. · Improvement in digital channel adoption and engagement metrics. Design Delivery · Timely delivery of high-quality design assets for all digital initiatives. · Adherence to design standards and governance frameworks. Research & Insights · Completion of research and usability studies for major product initiatives. · Incorporation of customer insights into design enhancements. Design Governance · Successful implementation and adoption of enterprise design systems. · Consistent design experience across all customer-facing channels. Team Development · Establishment of a strong in-house UI/UX team. · Capability development and mentorship of junior designers. · Reduced dependency on external design partners over time. Digital Transformation Support · Active contribution to Omnichannel Transformation initiatives. · Delivery of innovative, differentiated, and scalable customer experiences. Business Impact & Revenue Enablement · Improve digital customer acquisition, onboarding conversion, and activation rates through friction-free and intuitive customer journeys. · Drive higher digital adoption and customer engagement by improving usability, feature discoverability, self-service capabilities, and overall customer experience. · Contribute to business revenue growth through design-led optimization of product discovery, contextual engagement, cross-sell, upsell, and personalized customer journeys. · Improve customer retention and loyalty by enhancing satisfaction, usability, trust, accessibility, and overall digital experience. · Support the Bank's omnichannel strategy by delivering consistent experiences across Mobile Banking, Internet Banking, Assisted Banking, and future digital touchpoints. · Utilize customer analytics, behavioral insights, usability findings, and engagement metrics to continuously identify opportunities for improving business outcomes and customer lifetime value. · Establish measurable ROI frameworks for major design initiatives and ensure experience improvements translate into tangible business benefits.

📌 UI/UX Design Lead (Bengaluru)
🏢 HIRESTAR JOB BANK
📍 Bengaluru