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. Accessib .