UIUX Design Lead

Job Description

UI/UX Design Lead – Omnichannel & Digital Banking Transformation

Position Summary

Federal Bank is seeking an exceptional UI/UX Design Lead to own and drive the design vision strategy and execution for the Bank’s 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 Bank’s 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.

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Key Role Objectives

The UI/UX Design Lead will be responsible for:

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Defining and driving the Bank-wide UI/UX vision for customer-facing digital channels.

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Establishing industry-leading design standards frameworks and governance practices.

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Designing seamless end-to-end customer journeys across Mobile Banking Internet Banking Assisted Banking and future Omnichannel platforms.

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Enhancing customer engagement adoption satisfaction and digital conversion through superior user experiences.

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Building and mentoring an internal team of UI/UX designers and researchers.

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Creating a sustainable in-house design capability that minimizes long-term dependence on external design agencies.

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Ensuring consistency accessibility scalability and usability across all digital products and customer touchpoints.

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Key Responsibilities

1. Design Strategy & Experience Leadership

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Define and own the Bank’s overall digital design strategy.

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Lead the design vision for Mobile Banking Internet Banking Omnichannel Banking and emerging customer engagement platforms.

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Establish customer experience principles design guidelines and UX governance frameworks.

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Drive design decisions based on customer insights business objectives and usability best practices.

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Champion a customer-first culture across business product and technology teams.

2. Customer Journey & Experience Design

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Design and optimize end-to-end customer journeys for retail banking products and services.

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Identify customer pain points friction areas and abandonment drivers.

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Improve onboarding servicing transactions engagement acquisition cross-sell and self-service journeys.

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Create seamless experiences across mobile web branch-assisted and future digital touchpoints.

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Continuously evaluate customer interaction patterns and usability metrics to drive improvements.

3. User Research & Insights

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Define research methodologies and user testing frameworks.

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Conduct qualitative and quantitative user research.

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Develop customer personas behavior models empathy maps and journey maps.

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Perform usability testing heuristic evaluations and customer feedback studies.

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Translate research findings into actionable design recommendations.

4. UI/UX Design Execution

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Lead the creation of:

o Wireframes

o User Flows

o Information Architecture

o Interactive Prototypes

o High-Fidelity Designs

o Design Specifications

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Ensure consistency across all channels through robust design systems and reusable components.

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Review and approve all major design deliverables before implementation.

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Collaborate closely with product and engineering teams to ensure pixel-perfect execution.

5. Design System & Governance

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Establish and maintain the Bank’s enterprise design system.

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Define standards for visual design interaction patterns accessibility and usability.

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Govern design consistency across products teams and channels.

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Ensure all design outputs align with branding regulatory and accessibility requirements.

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Develop and maintain design documentation pattern libraries and style guides.

6. Accessibility & Inclusive Design

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Ensure compliance with accessibility standards and industry best practices.

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Promote inclusive design principles catering to diverse customer segments.

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Incorporate accessibility reviews as part of the design lifecycle.

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Improve usability for customers across varying digital literacy levels.

7. Team Building & Capability Development

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Build and lead a high-performing UI/UX team comprising designers researchers and specialists.

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Recruit mentor coach and develop junior designers.

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Establish design review and quality assurance mechanisms.

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Define competency frameworks and career development paths for design professionals.

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Foster a culture of innovation collaboration experimentation and continuous learning.

8. Vendor Management & Capability Transition

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Work closely with external UI/UX consultants and specialist design vendors during the initial transformation phase.

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Ensure knowledge transfer from external partners to internal teams.

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Establish internal capabilities processes and governance required for long-term self-sufficiency.

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Drive the transition from vendor-supported operations to a fully internalized design function.

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Ensure that within the defined roadmap period the Bank possesses comprehensive in-house UI/UX expertise for all digital initiatives.

9. Cross-Functional Collaboration

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Partner with Product Business Technology Analytics Digital Marketing Customer Service and Operations teams.

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Translate business requirements into intuitive and customer-friendly experiences.

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Balance customer experience priorities with technology and business constraints.

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Facilitate workshops design reviews ideation sessions and stakeholder engagements.

10. Innovation & Market Benchmarking

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Stay updated with emerging trends in:

o Digital Banking

o Mobile Banking

o Omnichannel Experience

o Fintech Innovation

o Experience Design

o AI-assisted Personalization

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Benchmark against leading global and domestic banking platforms.

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Identify opportunities for design differentiation and customer delight.

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Promote innovation through experimentation and design thinking methodologies.

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Minimum Experience

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8 - 10 years of overall experience in UI/UX Design Product Design Customer Experience Design or Digital Experience Management.

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At least 2 years in a leadership role managing UI/UX teams and design delivery.

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Proven experience designing large-scale customer-facing mobile and web applications.

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Strong exposure to retail banking financial services fintech or digital commerce platforms.

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Experience building and scaling design teams and operating models.

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Demonstrated success in transforming digital customer journeys and improving user adoption and engagement metrics.

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Bachelor's or Master's Degree in:

o UI/UX Design

o Interaction Design

o Human-Computer Interaction (HCI)

o Product Design

o Graphic Design

o Digital Design

o Computer Science

o Related disciplines

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Professional certifications in UI/UX Design Thinking Customer Experience or Human-Centered Design will be an added advantage.

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Core Technical Skills

Design & Prototyping

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Figma (Mandatory)

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Adobe XD

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Sketch

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InVision or equivalent platforms

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Rapid Prototyping Tools

Research & Collaboration

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Miro

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Zeplin

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FigJam

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User Testing Platforms

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Analytics and Journey Tracking Tools

Design Expertise

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Information Architecture

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Interaction Design

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User Flow Design

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Journey Mapping

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Design Systems

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Micro-interactions

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Responsive Design

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Mobile-First Design

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Accessibility Design

Delivery Methodologies

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Agile

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Scrum

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Design Thinking

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Lean Product Development

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Critical Competencies

Functional Competencies .

Retail Banking Product Knowledge

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Digital Banking Domain Expertise

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Customer Journey Design

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UX Research

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Design Systems Management

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Omnichannel Experience Design

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Accessibility & Inclusive Design

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Customer Behavior Analysis

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Data-Driven Design Decision Making

Leadership Competencies

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Team Building & Mentorship

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Strategic Thinking

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Stakeholder Management

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Vendor Management

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Innovation Leadership

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Change Management

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Problem Solving

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Decision Making

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Executive Communication

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Key Performance Indicators (KPIs) / KRAs

Customer Experience

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Improvement in customer satisfaction and usability scores.

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Reduction in customer journey drop-offs and friction points.

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Improvement in digital channel adoption and engagement metrics.

Design Delivery

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Timely delivery of high-quality design assets for all digital initiatives.

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Adherence to design standards and governance frameworks.

Research & Insights

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Completion of research and usability studies for major product initiatives.

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Incorporation of customer insights into design enhancements.

Design Governance

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Successful implementation and adoption of enterprise design systems.

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Consistent design experience across all customer-facing channels.

Team Development

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Establishment of a strong in-house UI/UX team.

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Capability development and mentorship of junior designers.

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Reduced dependency on external design partners over time.

Digital Transformation Support

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Active contribution to Omnichannel Transformation initiatives.

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Delivery of innovative differentiated and scalable customer experiences.

Business Impact & Revenue Enablement

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Improve digital customer acquisition onboarding conversion and activation rates through friction-free and intuitive customer journeys.

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Drive higher digital adoption and customer engagement by improving usability feature discoverability self-service capabilities and overall customer experience.

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Contribute to business revenue growth through design-led optimization of product discovery contextual engagement cross-sell upsell and personalized customer journeys.

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Improve customer retention and loyalty by enhancing satisfaction usability trust accessibility and overall digital experience.

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Support the Bank's omnichannel strategy by delivering consistent experiences across Mobile Banking Internet Banking Assisted Banking and future digital touchpoints.

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Utilize customer analytics behavioral insights usability findings and engagement metrics to continuously identify opportunities for improving business outcomes and customer lifetime value.

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Establish measurable ROI frameworks for major design initiatives and ensure experience improvements translate into tangible business benefits.