UX Designer / Research (Customer-Facing Platforms)

Drive UX strategy and research for customer-facing apps, shaping user journeys and ensuring high-quality, insight-driven design in a collaborative environment.

Job Duties:

- Lead UX evaluation and provide critical design reviews across digital products and customer-facing applications

- Conduct user research activities including focus groups, interviews, and usability testing to uncover customer insights

- Design research frameworks, questionnaires, and discussion guides to support product decision-making

- Develop user journeys, personas, and experience strategies to enhance customer engagement

- Collaborate closely with Product Managers, BAs, IT, and business teams to influence product direction

- Drive UX governance standards, ensuring consistency and quality across digital experiences

- Analyse user feedback and behavioural data (e.g. in-app surveys, analytics tools) to recommend improvements

- Advocate for customer-centric design principles across project lifecycle

Job Requirements:

- 4+ years of experience in UX / Product Design/ UX Research , ideally within customer-facing platforms

- Strong critical thinking and ability to evaluate and challenge design decisions constructively

- Proven experience in user research methods such as interviews, focus groups, and usability testing

- Skilled in journey mapping, heuristic evaluation, and translating insights into actionable improvements

- Confident communicator with strong stakeholder management across business and technical teams

- Self-driven and capable of working independently with minimal supervision

- Mature, collaborative team player with high emotional intelligence

- Familiarity with tools such as Figma, and analytics platforms (e.g. GA, Firebase)

- Experience in regulated industries (e.g. banking, insurance, fintech) is an advantage

- Exposure to design systems, governance frameworks, and Voice of Customer programmes is a plus