Experience Design and Improvement Specialist I

About the role

The Experience Design and Improvement Specialist I will actively participate in researching customers, designing intuitive interfaces, and implementing strategies that boost satisfaction and engagement. This role oversees the end‑to‑end customer experience across multiple touch points for a banking organization, translating insights into actionable improvements.

Key responsibilities

• Conduct qualitative and quantitative customer research to understand behaviors, needs, and pain points.
• Design user‑friendly interfaces and service journeys that align with bank product offerings.
• Develop, test, and iterate prototypes with real users to gather feedback.
• Define and monitor service standards, measuring satisfaction, loyalty, and engagement across channels.
• Perform root‑cause analysis of complaints and compliance issues, proposing corrective solutions.
• Collaborate with cross‑functional teams to ensure consistent delivery of the customer experience vision.

Required profile

• Bachelor’s degree in Business Administration, Marketing, IT, Management or related field.
• Minimum six (6) years of relevant experience, preferably in banking or financial services.
• Master’s degree is an advantage.
• Strong analytical mindset with a focus on continuous improvement.

Required skills

• Service standard development aligned with customer expectations.
• User experience design and prototype testing.
• Monitoring and evaluation of customer experience metrics.
• Root‑cause analysis and solution development.
• Effective collaboration, communication, and adaptability.