Design Office Strategy and projects

• 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.

Research

• 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.

Operations 

• 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.