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