Provide insights and input to the development of Design Office strategy and targets.
Align Design Office strategy with stakeholders in the Group, RBB and CVM level, e.g., Group Brand, Customer Insights, and Transformation & Change
Actively identify areas of development for the Design Office through the interaction with stakeholders and analyzing the information across projects.
Drive projects across the strategic priorities to continuously improve efficiency, effectiveness, and quality in alignment with CVM and RBB strategic direction.
Support Head of Design in managing the budget and planning cycles for the Design Office.
Design Standards and Measurements
Drive the development and adoption of high-quality design standards and measurements across all aspects of design to elevate the level of customer experience across all products and channels.
Continuously iterate the standards and measurements, by collecting and implanting input from design projects, stakeholders, and external best practice, pulling in resources as appropriate
Ensure the adoption of the design standards by the design office, as well as by all relevant stakeholders (e.g., developers, product managers, customer experience managers)
Drive the governance process, to ensure that the standards are adhered to across the businesses and products for the organisation to present itself as a single, customer-driven bank with exceptional customer experience.
Provide insights to the leadership, stakeholders, and designers from strategic measurements, identifying areas of excellence and opportunities to improve.
Support Design Directors in developing a set of metrics to be used for data driven decision making in different design projects.
Establish innovative methods and strategies of knowledge collection and dissemination internally within Design Office and with another organisation’s businesses.
Develop research and knowledge management strategies to serve the business needs and enhance Design outcomes.
Analyze data coming from various sources, including business unit measurement, external research, and customer measurements into both qualitative and quantitative insights.
Translate data into management-level reporting and actionable insights for design project teams and present these insights regularly to the senior leadership.
Lead the Customer Research Function to support design teams and business teams in understanding and implementing the customer feedback and insights.
Maintain an ongoing transparency to the Design project pipeline, identifying skill and capacity gaps in advance and providing plans on how to close them.
Balance the project demand with design resources, optimizing for skill match, high quality delivery and people development.
Drive the Design Office people processes and talent management by e.g., ensuring an effective recruitment and talent pipeline, onboarding, and performance management process for permanent and contract resources alike.
Manage and maintain the relationships with strategic external contractors.
NQF 7 qualification – preferably in a Design discipline (e.g., product, industrial, service, interaction, digital) or Business Management.
Minimum 7 years of experience in managing a multi-function team in complex environment(s), experience from design environment is an advantage.
Proven track record in delivering high-standard projects in time and in budget, with specific focus on senior stakeholder management.
Familiar with design processes, services, and experiences in multichannel space
A design practitioner background and foundation within one or more disciplines. Ideally with a portfolio of award‐winning work in the financial services industry.
Has worked with large budgets and major brands.
Solid understanding of Design thinking, processes and requirements and ability to translate this to high quality standards, research, and operations.
Highly developed strategic, analytical, and innovative problem-solving ability
Strong skills at influencing stakeholders at all levels, including outside the design team. Senior level written and verbal communication including public speaking.
Strong analytical capabilities and ability to draw actionable insights from large variety of data.
Ability to inspire others.
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