Job Purpose
This role will be under Products & Innovations unit and will work closely with Business teams, Product Owners, Developers, and stakeholders to transform business requirements into elegant and user-friendly digital solutions.
Key Roles and Responsibilities
- Product Design & Prototyping: Translate product concepts into user flows, wireframes, mockups, and interactive prototypes.
- UI Development: Create high‑fidelity designs, graphical interface elements (menus, tabs, widgets), and responsive layouts across platforms.
- Design Systems: Develop and maintain a design system to ensure scalability, consistency, and efficiency across digital platforms.
- Customer Journey Mapping: Lead journey mapping workshops, document journeys, and roll out across teams.
- Usability Testing: Plan and conduct usability sessions with staff and customer focus groups, iterating designs based on feedback.
- Customer Experience Review: Continuously analyze digital user experiences using analytics, customer feedback, app ratings, and usability metrics. Prepare executive summaries with actionable insights.
- Accessibility & Inclusive Design: Ensure compliance with accessibility standards (e.g., WCAG) and design for diverse customer needs.
- Cross‑Functional Collaboration: Partner with business users, product owners, developers, and stakeholders to deliver human‑centered digital products.
- Data‑Driven Iteration: Use A/B testing, heatmaps, and behavioral analytics to refine and optimize user experiences.
- Innovation: Actively contribute to ideation workshops and digital innovation initiatives, exploring emerging technologies such as AI‑driven personalization, conversational interfaces, and voice UI.
- Performance Optimization: Monitor UI responsiveness, accessibility scores, and digital channel performance benchmarks.
- Stakeholder Engagement: Communicate design decisions clearly, influence stakeholders, and advocate for design thinking across the organization.
- Mentorship: Support junior designers and foster a culture of design excellence.
Work Experience and Exposure
- 3-4 years’ experience in busy development environment focusing on User Experience preferably financial services solutions e.g. mobile banking, APIs and open banking.
- Exposure in handling multiple concurrent projects.
- Deep knowledge and experience in conducting user research, interviews, usability studies, surveys and customer journey mappings, translating findings into UI/UX design requirements.
- Knowledge of financial industry, fintech or telecommunication is a plus.
- Experience designing responsive and cross-platform interfaces (mobile-first, web, USSD is a plus).
- Awareness of regulatory, security, and compliance considerations in digital banking (e.g., data privacy, authentication flows).
- Proper understanding of visual elements (layout, typography, visual hierarchy, colour theory).
- Technical Skills and Proficiency in design tools e.g., Figma, Adobe XD, Sketch, Photoshop, Illustrator.
- Must be a good communicator and have excellent relationship management skills to explain design decisions to stakeholders and win their support.
- Applicants are required to submit a sample UI/UX portfolio highlighting their work as part of their application.
- Familiarity with front‑end technologies (HTML, CSS, basic JavaScript) is an added advantage.
- Experience with design‑to‑development handoff tools (e.g., Zeplin, Figma Inspect, design tokens).
Key KPIs and Outcomes
- Monitor digital channels usability metrics and customer feedback (Mobile and internet banking).
- Digital Channels adoption rate.
- Conversion of branch transactions to digital channels.
- Transaction abandonment rate.
- Apps review on AppStores/PlayStore.
Academic Qualifications and Soft Skills
- Bachelor’s degree in IT and related fields.
- Certificate in Human Centered Design or closely related area.
- Presentation and Business writing Skills.
- Knowledge of front-end technologies such as HTML, CSS, and basic JavaScript concepts is an added advantage.
