UI/UX Design Lead Mobile Banking

Job Description

UI/UX Design Lead Mobile Banking - Well versed with Banking Compliances

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 Management.
• 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