UI/UX Designer, Digital Channels

Job Purpose:

This role will be under Products & Innovations unit and will work closely with Business teams, Product Owners, Developers, and stakeholders to transform business requirements into elegant and user-friendly digital solutions.

Key roles and responsibilities

• Product Design & Prototyping: Translate product concepts into user flows, wireframes, mockups, and interactive prototypes.
• UI Development: Create high‑fidelity designs, graphical interface elements (menus, tabs, widgets), and responsive layouts across platforms.
• Design Systems: Develop and maintain a design system to ensure scalability, consistency, and efficiency across digital platforms.
• Customer Journey Mapping: Lead journey mapping workshops, document journeys, and roll out across teams.
• Usability Testing: Plan and conduct usability sessions with staff and customer focus groups, iterating designs based on feedback.
• Customer Experience Review: Continuously analyze digital user experiences using analytics, customer feedback, app ratings, and usability metrics. Prepare executive summaries with actionable insights.
• Accessibility & Inclusive Design: Ensure compliance with accessibility standards (e.g., WCAG) and design for diverse customer needs.
• Cross‑Functional Collaboration: Partner with business users, product owners, developers, and stakeholders to deliver human‑centered digital products.
• Data‑Driven Iteration: Use A/B testing, heatmaps, and behavioral analytics to refine and optimize user experiences.
• Innovation: Actively contribute to ideation workshops and digital innovation initiatives, exploring emerging technologies such as AI‑driven personalization, conversational interfaces, and voice UI.
• Performance Optimization: Monitor UI responsiveness, accessibility scores, and digital channel performance benchmarks.
• Stakeholder Engagement: Communicate design decisions clearly, influence stakeholders, and advocate for design thinking across the organization.
• Mentorship: Support junior designers and foster a culture of design excellence.

Work Experience and exposure

• 3-4 years’ experience in busy development environment focusing on User Experience preferably financial services solutions e.g. mobile banking, APIs and open banking
• Exposure in handling multiple concurrent projects
• Deep knowledge and experience in conducting user research, interviews, usability studies, surveys and customer journey mappings, translating findings into UI/UX design requirements.
• Knowledge of financial industry, fintech or telecommunication is a plus
• Experience designing responsive and cross-platform interfaces (mobile-first, web, USSD is a plus)
• Awareness of regulatory, security, and compliance considerations in digital banking (e.g., data privacy, authentication flows)
• Proper understanding of visual elements (layout, typography, visual hierarchy, colour theory)
• Technical Skills and Proficiency in design tools e.g.
• Figma,
• Adobe XD,
• Sketch,
• Photoshop,
• Illustrator
• Must be a good communicator and have excellent relationship management skills to explain design decisions to stakeholders and win their support
• Applicants are required to submit a sample UI/UX portfolio highlighting their work as part of their application.
• Familiarity with front‑end technologies (HTML, CSS, basic JavaScript) is an added advantage.
• Experience with design‑to‑development handoff tools (e.g., Zeplin, Figma Inspect, design tokens).

Key KPIs and outcomes

• Monitor digital channels usability metrics and customer feedback (Mobile and internet banking).
• Digital Channels adoption rate
• Conversion of branch transactions to digital channels
• Transaction abandonment rate
• Apps review on AppStores/PlayStore

Academic Qualifications and soft skills

• Bachelor’s degree in IT and related fields
• Certificate in Human Centered Design or closely related area
• Presentation and Business writing Skills
• Knowledge of front-end technologies such as HTML, CSS, and basic JavaScript concepts is an added advantage.