Head of Design Center of Excellence (40000207)

Job Purpose

- The job holder is responsible for the orchestration and optimization of people, processes, and craft in order to amplify design's value and impact at scale.
- The job holder is responsible for growing and evolving design teams, finding and hiring people with the right skills, creating efficient workflows, and improving the quality and impact of design outputs.
- The job holder is responsible for driving the bank's designers to adopt a customer-centric approach and for steering consistent customer experience across all touchpoints and at all stages of a customer's journey with the bank.

Key Accountabilities (1)

Thought leadership
- provide a creative vision for the design team and the whole organisation.
- establish processes and practices for realising that vision, and set the bar for quality.
- contribute to the development of brand definition and experience principles, and ensure that those are appropriately interpreted through the team’s work.
- guide Designer Leads to manage their teams in the design and implementation of end-to-end customer experience changes required to improve customer touch points and overall journey experiences with the bank.
- Represent design for the organisation. The Head is the primary voice of design inside and outside the company, sharing its work, evangelizing its success, articulating its vision. And sometimes this representation means fighting for design in the face of policies, procedures, and bureaucracy that limits the team’s potential.

Key Accountabilities (2)

Strategic Planning
- The job holder will provide strategic advice the bank’s leadership and strategy team in the area of product and experience design.
- Manage resources (tools, function capability, financials) to ensure initiatives are appropriately resourced.
- provide and manage the execution of an operational model for design at scale

Managing the Function
- Define the roles and functions of the function
- Define the tools and processes of the function
- Manage the procuremet of tools and services for the function
- Manage the budget of the function
Managing Stakeholders
- Manage strategic relationships with other functions and divisions, ensuring that overall business objectives are being achieved through the translation of strategic plans into operational plans and guiding the execution of said plans.
- Develop the required functions of experience design within the constraints of the local labour market

Key Accountabilities (3)

PEOPLE MANAGEMENT
- Oversee human resources planning and execution (headcount & costs) of their function
- Attract, onboard and retain the right talents for a high- performing team
- Establish and communicate function and individual KRAs/ KPIs, goals, action plan, expectations and results to reporting line
- Manage function performance & provide feedback regularly (following the annual performance management cycle);
- Define team’s capability requirements and enable team member’s professional and personal development through capability assessment, training, coaching & feedback, mentoring, etc.
- Motivate and recognize team members’ contributions towards the team’s shared goals
- Identify and monitor personal, professional development and career advancement of talents in the function
- Act as a role model and promote corporate culture at function level
- Understand & communicate relevant HR offerings to team members.

Key Relationships - Direct Manager

Chief Digital Officer

Key Relationships - Direct Reports

Design, Research and Content Leads

Key Relationships - Internal Stakeholders

The Digital Office, Transformation Office and relevant departments in the Bank

Key Relationships - External Stakeholders

Customers, partners providing professional services

Success Profile - Qualification and Experiences

Domain Expertise
- 14+ years of relevant experience in a financial institution with 10+ years of experience in managing a team
- Extensive experience in stakeholder management and designing customer journeys
- Multiple experiences in working on large scale projects
- Deep experience in project management and workplace mediation
- Deep knowledge and experience in design
Agile / Digital Experience
- Proven track-record in leading company-wide digital transformation initiatives and change management
- Mastery and rich work experience on SDLC and Agile procedures to guide teams to be more efficient
- Deep experience in product and journey design in digital capability preferably in financial services industry
Qualifications
- Bachelor's or Master's Degree in design, HCD or behavioral/social science