UI/UX Design Lead Omnichannel & Digital Banking Transformation BFSI Expereince Must Bangalore An exceptional UI/UX Design Lead to own and drive the design vision, strategy, and execution for the Banks 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 Banks 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 Banks 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:

- Wireframes

- User Flows

- Information Architecture

- Interactive Prototypes
- High-Fidelity Designs

- 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 Banks 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:

- Digital Banking

- Mobile Banking

- Omnichannel Experience

- Fintech Innovation

- Experience Design
- 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:

- UI/UX Design

- Interaction Design
- Human-Computer Interaction (HCI)

- Product Design

- Graphic Design

- Digital Design

- Computer Science

- Related disciplines
- Professional certifications in UI/UX, Design Thinking, Customer Experience, or Human-Centered Design will be an added advantage.[AA1]

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[AA2]
- 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

Design Delivery

Research & Insights

Design Governance

Team Development

Digital Transformation Support

Business Impact & Revenue Enablement

📌 UI/UX Design Lead Omnichannel N Digital Banking Transformation (Bengaluru)
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