Job Title: Manager – Service Design & Usability

Department: Customer Experience

Job Overview

We are seeking an experienced and customer-focused Manager – Service Design & Usability to lead initiatives that enhance customer experiences across digital and physical touchpoints. This role will be responsible for customer journey mapping, usability research, UX optimization, service design, and customer feedback analysis to create seamless, customer‑centric experiences. The ideal candidate will combine design thinking, user research, and analytical expertise to drive customer satisfaction, operational efficiency, and business outcomes.

Key Responsibilities

• Conduct usability studies, user research, customer interviews, and experience assessments.
• Map and analyze end‑to‑end customer journeys across multiple channels and touchpoints.
• Design and optimize customer‑centric services across digital, branch, ...