Roles & Responsibilities
To drive design excellence for the assigned digital customer journeys (app & web) by leading a team of designer(s) and owning the end-to-end design and testing strategy for these journeys. The role partners closely with business/product stakeholders, product management and analytics teams to identify customer pain points, prototype new-age (including AI-led) design concepts, validate design hypotheses through structured testing (A/B, moderated/un-moderated research) and institutionalize design system adherence across the assigned journeys, while managing the design talent within the team.
Minimum required Accountabilities for this role
- Own the end-to-end design vision and strategy for the assigned business POD's digital journeys (app & web)
- Lead, guide and manage the Design & Testing Member(s) in the POD, including performance management and capability building
- Partner with the POD Lead, Product Managers and Business stakeholders to translate product strategy into intuitive design solutions
- Drive user research (moderated/un-moderated) and synthesize customer pain points and expectations into actionable design interventions
- Define and drive the A/B testing and experimentation roadmap for POD journeys in partnership with testing/analytics teams
- Champion adoption and governance of the organization's design system across the POD
- Guide the team on prototyping (including AI-based tools) of new concepts, backed by user research and industry best practices
- Track, review and report design impact using customer experience (CX) metrics and behavioural data, and continuously identify improvement opportunities
Additional Accountabilities pertaining to the role
- Represent design in cross-functional forums, product reviews and stakeholder governance meetings
- Benchmark journeys against industry, competitor and emerging design/AI trends
- Contribute to design operations, process improvement and design system evolution at the organization level
MAJOR CHALLENGES
- Balancing fast-paced digital delivery timelines with rigorous, research and data-backed design decisions
- Driving design consistency and design-system adherence across multiple, concurrently evolving customer journeys
- Influencing cross-functional stakeholders to prioritize design/UX interventions
- Building, mentoring and scaling a high-performing design and testing team
DECISIONS
- Final design direction and sign-off for POD journeys prior to development handoff
- Prioritization of the design and testing roadmap within the POD
- Selection of design variations to be tested and the success metrics used to evaluate them
Other Information
- Total Team Size: As per POD design team structure (between 3 to 13)
- Number of Direct Reports: 1–2 (Design & Testing Member(s))
- Number of Indirect Reports: As applicable, through the POD structure
- Number of Outsourced employees: As applicable, through the POD structure
- Number of locations: 1 (Head Office)
- Number of products: As per POD journeys assigned
Ideal Candidate
1.Strong Product Design & Usability Testing Lead Profile, with end-to-end ownership of digital customer journeys
2.Mandatory (Experience 1) - 5+ years of relevant design experience, with hands-on experience designing and scaling digital customer journeys for app and web platforms in a high-growth, digital-first environment
3.Mandatory (Experience 2) - 1+ years leading, mentoring and managing designers as direct reports, including performance management and capability building
4.Mandatory (Experience 3) - Owning end-to-end design vision and strategy for assigned journeys, including final design direction and sign-off prior to development handoff
5.Mandatory (Experience 4) - Strong experience in building, governing and driving adoption of design systems across multiple teams or journeys, not just consuming an existing design system
6.Mandatory (Experience 5) - Defining and driving A/B testing and experimentation roadmaps in partnership with analytics or testing teams, including selecting design variations and the success metrics used to evaluate them
7.Mandatory (Tech skill 1) - Hands-on prototyping of new concepts using AI-based design and prototyping tools
8.Mandatory (Company) - Top B2C digital-first product environment with high-volume app and web journeys
9.Mandatory (Education) - Bachelor's or Master's degree in Design (UX/UI, Interaction Design, HCI) or a related field from a recognised design institute (like NID, IIT, NIFT, Srishti etc)
10.Mandatory (Portfolio) - Strong portfolio of end-to-end journey design for app and web, design system work, and research or experimentation outcomes with measurable impact
Shubham Vishwakarma
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