The Client and User Experience Specialist is responsible for designing, implementing, and continuously improving the overall experience for clients and users across multiple platforms and touchpoints for the bank.
Requirements
- Strong understanding of user-centered design principles and methodologies, particularly within digital banking environments.
- Proficiency with UX/UI design tools (e.g., Figma, Marketing Cloud Journey Builder) and analytics platforms (e.g., Google Analytics, heat mapping).
- Experience in developing and maintaining surveys and dashboards using platforms such as Qualtrics.
- Strong analytical skills, with the capacity to interpret client feedback and data to guide strategic decision-making.
- Experience working in agile teams and iterative development environments.
- Familiarity with customer journey mapping, wireframing, and other UX-related methodologies.
- Certifications in UX, CX, or related fields (e.g., Nielsen Norman Group, CXPA)
Responsibilities
- Develop and execute strategies to enhance the client experience across marketing channels and user touchpoints, ensuring alignment with both short-term and long-term business objectives.
- Lead the design and optimization of digital experiences to deliver a seamless, intuitive, and engaging user journey across digital banking platforms.
- Collaborate with cross-functional teams, including marketing, product development, IT, and customer support, to improve both digital and physical client journeys.
- Establish and manage processes to gather and analyze client and user feedback; use data-driven insights to inform enhancements that support satisfaction and loyalty.
- Define, monitor, and report on key performance indicators (KPIs) related to satisfaction, retention, engagement, and other client and user experience metrics.
- Design and maintain surveys and dashboards using platforms such as Qualtrics to enable effective data collection, analysis, and action planning.
- Manage relationships with external vendors and collaborate with the parent company to identify and implement technologies, resources, and best practices that support continuous enhancement of the client and user experience.
Other
- 2-4 years of experience in client experience, user experience, or related fields, preferably within the financial services industry.
- 5-7 years Demonstrated broad experience in transformation or change management roles, with a track record of driving strategic initiatives and process improvements.
- Bachelor's Degree in Business, Marketing, Design, or a related field (or equivalent work experience)
- Master's Degree Preferred
- Excellent communication and presentation skills, with the ability to convey complex concepts clearly to both technical and non-technical stakeholders.
