Job Description

Department: Digital Transformation / Digital Banking Group
Career Level: Experienced Professional
Total Positions: 1

Lead the design and optimisation of end-to-end customer journeys, creating seamless experiences across mobile, branch, and other service channels to improve customer satisfaction and drive digital engagement.
Conduct customer research and analyse behavioural data to identify barriers to digital adoption, translating insights into service improvements and new digital capabilities.
Collaborate with cross-functional teams across Digital, Product, Technology, Operations, Branch Banking, Marketing, Risk, and Compliance to deliver customer-centric solutions and transformation initiatives.
Own digital adoption and migration performance by defining KPIs, tracking outcomes, and continuously improving customer journeys to increase digital usage, reduce branch dependency, and lower cost-to-serve.

Required Skills

Service Design
Cross-functional Coordination
Digital Transformation
Customer Journeys
Digital Adoption
Channel Migration Knowledge

Education

Minimum Education: Bachelor's Degree

Experience

Required Experience: 2 to 4 years

Relevant experience in Service Design, Customer Experience (CX), Digital Product, User Experience (UX), Process Improvement, or Digital Transformation roles. Candidates should demonstrate experience in mapping and improving end-to-end customer journeys across digital and physical channels.

Closing Date

August 31, 2026