Job Description
Roles & Responsibilities
nTo drive design excellence for the assigned digital customer journeys (app & web) by leading a team of designer(s) and owning the end-to-end design and testing strategy for these journeys. The role partners closely with business/product stakeholders, product management and analytics teams to identify customer pain points, prototype new-age (including AI-led) design concepts, validate design hypotheses through structured testing (A/B, moderated/un-moderated research) and institutionalize design system adherence across the assigned journeys, while managing the design talent within the team.
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n Minimum required Accountabilities for this role
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- Own the end-to-end design vision and strategy for the assigned business POD's digital journeys (app & web)n
- Lead, guide and manage the Design & Testing Member(s) in the POD, including performance management and capability buildingn
- Partner with the POD Lead, Product Managers and Business stakeholders to translate product strategy into intuitive design solutionsn




- Drive user research (moderated/un-moderated) and synthesize customer pain points and expectations into actionable design interventionsn
- Define and drive the A/B testing and experimentation roadmap for POD journeys in partnership with testing/analytics teamsn
- Champion adoption and governance of the organization's design system across the PODn
- Guide the team on prototyping (including AI-based tools) of current concepts, backed by user research and industry best practicesn
- Track, review and report design impact using customer experience (CX) metrics and behavioural data, and continuously identify improvement opportunitiesn

n Additional Accountabilities pertaining to the role
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- Represent design in cross-functional forums, product reviews and stakeholder governance meetingsn
- Benchmark journeys against industry, competitor and emerging design/AI trendsn
- Contribute to design operations, proce

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