UI/UX Design Lead Omnichannel N Digital Banking Transformation

Job Description UI/UX Design Lead Omnichannel & Digital Banking Transformation BFSI Expereince Must Bangalore An exceptional UI/UX Design Lead to own and drive the design vision, strategy, and execution for the Banks digital channels, including Mobile Banking, Internet Banking, and future Omnichannel customer experiences. This is a strategic leadership role responsible for creating world-class digital experiences that are intuitive, inclusive, engaging, and aligned with evolving customer expectations. The selected candidate will lead the Banks UI/UX practice, establish design standards and governance, build an in-house design center of excellence, and ensure that every customer journey across digital touchpoints delivers a seamless and superior user experience. The role requires deep expertise in user-centered design, customer journey design, retail banking, digital product design, design systems, usability research, accessibility, and mobile-first experience design . The individual will initially work alongside specialist design partners and consultants but will be accountable for building a strong internal UI/UX capability, enabling the Bank to become fully self-sufficient in design within a defined timeframe. Key Role Objectives The UI/UX Design Lead will be responsible for: Defining and driving the Bank-wide UI/UX vision for customer-facing digital channels. Establishing industry-leading design standards, frameworks, and governance practices. Designing seamless end-to-end customer journeys across Mobile Banking, Internet Banking, Assisted Banking, and future Omnichannel platforms . Enhancing customer engagement, adoption, satisfaction, and digital conversion through superior user experiences. Building and mentoring an internal team of UI/UX designers and researchers. Creating a sustainable in-house design capability that minimizes long-term dependence on external design agencies. Ensuring consistency, accessibility, scalability, and usability across all digital products and customer touchpoints. Key Responsibilities 1. Design Strategy & Experience Leadership Define and own the Banks overall digital design strategy. Lead the design vision for Mobile Banking, Internet Banking, Omnichannel Banking, and emerging customer engagement platforms. Establish customer experience principles, design guidelines, and UX governance frameworks. Drive design decisions based on customer insights, business objectives, and usability best practices. Champion a customer-first culture across business, product, and technology teams. 2. Customer Journey & Experience Design Design and optimize end-to-end customer journeys for retail banking products and services. Identify customer pain points, friction areas, and abandonment drivers. Improve onboarding, servicing, transactions, engagement, acquisition, cross-sell, and self-service journeys. Create seamless experiences across mobile, web, branch-assisted, and future digital touchpoints. Continuously evaluate customer interaction patterns and usability metrics to drive improvements. 3. User Research & Insights Define research methodologies and user testing frameworks. Conduct qualitative and quantitative user research. Develop customer personas, behavior models, empathy maps, and journey maps. Perform usability testing, heuristic evaluations, and customer feedback studies. Translate research findings into actionable design recommendations. 4. UI/UX Design Execution Lead the creation of: Wireframes User Flows Information Architecture Interactive Prototypes High-Fidelity Designs Design Specifications Ensure consistency across all channels through robust design systems and reusable components. Review and approve all major design deliverables before implementation. Collaborate closely with product and engineering teams to ensure pixel-perfect execution. 5. Design System & Governance Establish and maintain the Banks enterprise design system. Define standards for visual design, interaction patterns, accessibility, and usability. Govern design consistency across products, teams, and channels. Ensure all design outputs align with branding, regulatory, and accessibility requirements. Develop and maintain design documentation, pattern libraries, and style guides. 6. Accessibility & Inclusive Design Ensure compliance with accessibility standards and industry best practices. Promote inclusive design principles catering to diverse customer segments. Incorporate accessibility reviews as part of the design lifecycle. Improve usability for customers across varying digital literacy levels. 7. Team Building & Capability Development Build and lead a high-performing UI/UX team comprising designers, researchers, and specialists. Recruit, mentor, coach, and develop junior designers. Establish design review and quality assurance mechanisms. Define competency frameworks and career development paths for design professionals. Foster a culture of innovation, collaboration, experimentation, and continuous learning. 8. Vendor Management & Capability Transition Work closely with external UI/UX consultants and specialist design vendors during the initial transformation phase. Ensure knowledge transfer from external partners to internal teams. Establish internal capabilities, processes, and governance required for long-term self-sufficiency. Drive the transition from vendor-supported operations to a fully internalized design function. Ensure that within the defined roadmap period, the Bank possesses comprehensive in-house UI/UX expertise for all digital initiatives. 9. Cross-Functional Collaboration Partner with Product, Business, Technology, Analytics, Digital Marketing, Customer Service, and Operations teams. Translate business requirements into intuitive and customer-friendly experiences. Balance customer experience priorities with technology and business constraints. Facilitate workshops, design reviews, ideation sessions, and stakeholder engagements. 10. Innovation & Market Benchmarking Stay updated with emerging trends in: Digital Banking Mobile Banking Omnichannel Experience Fintech Innovation Experience Design AI-assisted Personalization Benchmark against leading global and domestic banking platforms. Identify opportunities for design differentiation and customer delight. Promote innovation through experimentation and design thinking methodologies. Minimum Experience 8 - 10 years of overall experience in UI/UX Design, Product Design, Customer Experience Design, or Digital Experience Managemen t. At least 2 years in a leadership role managing UI/UX teams and design delivery. Proven experience designing large-scale customer-facing mobile and web applications. Strong exposure to retail banking, financial services, fintech, or digital commerce platforms. Experience building and scaling design teams and operating models. Demonstrated success in transforming digital customer journeys and improving user adoption and engagement metrics. Educational Qualifications Bachelor's or Master's Degree in: UI/UX Design Interaction Design Human-Computer Interaction (HCI) Product Design Graphic Design Digital Design Computer Science Related disciplines Professional certifications in UI/UX, Design Thinking, Customer Experience, or Human-Centered Design will be an added advantage.[AA1] Core Technical Skills Design & Prototyping Figma (Mandatory) Adobe XD Sketch InVision or equivalent platforms Rapid Prototyping Tools Research & Collaboration Miro Zeplin FigJam User Testing Platforms Analytics and Journey Tracking Tools Design Expertise Information Architecture Interaction Design User Flow Design Journey Mapping Design Systems Micro-interactions Responsive Design Mobile-First Design Accessibility Design Delivery Methodologies Agile Scrum Design Thinking Lean Product Development Critical Competencies Functional Competencies Retail Banking Product Knowledge[AA2] Digital Banking Domain Expertise Customer Journey Design UX Research Design Systems Management Omnichannel Experience Design Accessibility & Inclusive Design Customer Behavior Analysis Data-Driven Design Decision Making Leadership Competencies Team Building & Mentorship Strategic Thinking Stakeholder Management Vendor Management Innovation Leadership Change Management Problem Solving Decision Making Executive Communication Key Performance Indicators (KPIs) / KRAs Customer Experience Design Delivery Research & Insights Design Governance Team Development Digital Transformation Support Business Impact & Revenue Enablement