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ROLE PURPOSE
Yoma Bank’s Design team is committed to developing products and channels that work for our customers. We seek a Head of Design to lead a team including customer research, UX / service design and go-to-market to ensure we consistently deliver the best products for our customers and our business.
Our product teams operate as a design practice. We start with inspiration about how to make financial services work for customers. We gather information about customers and markets. We iterate through prototype tests with customers until we make the solution work. And then we engineer the solution to scale. This role will take a strong lead in early-stage

SKILLS & QUALIFICATIONS
The right candidate has design leadership experience and has launched products across multiple channels. You have a strong point of view around how financial services should work for non-bankers. You either have deep experience in the Myanmar market or a strong track record of understanding customer and market needs to inform your / your teams’ work. You will need to show that you have the training and professional background for the necessary skills. Experience in financial services is an important consideration.

RESPONSIBILITIES
You will manage the bank’s design process, splitting your time between leading early-mid-stage new product exploration (and the research to inform / validate it) and overseeing design execution of prioritized products and services. You will work closely with Product Owners and Product Managers for our existing products, and act as a lead / PO to support the realization of new concepts when necessary. You will lead an exceptional team of designers, with skills ranging from motion / animation to UX to service design to financial analysis.

You and your team will be responsible for the following:

Yoma Concept Lab:
Lead Design Practices Bank-Wide
• Increase organizational awareness and practice of Human-Centered Design practices through trainings, staff involvement in field work and other activities
• Maintain and evolve our personas (customer as well as other stakeholder, like branch staff and third parties) with both qualitative and quantitative input, reflecting our bank-wide strategic segmentation / customer focus areas.
• Engage with stakeholders across the bank to understand how design practices and processes can help them meet their business goals, (e.g. by improving customer experience or operational design of their products)
• Hire and skill up your team to match the evolving needs of the bank, both in concept design / research / exploration and in detailed design delivery (e.g. UX / UI)
• Build tools and processes to allow teams across the bank to employ HCD / UX best practices without your heavy involvement (e.g. Journey Maps, Personas, etc)
Conceptualize New Products
• Working with stakeholders from business to investigate new opportunity areas
• Initializing and leading projects with cross-disciplinary teams to explore new opportunities for Yoma Bank and our customers
• Creating a compelling case and advocating for strategic decisions to Yoma Bank leadership
• Creating concepts that work for the bank: gracefully reflect a strong comprehension of technical and operational constraints in you and your team’s solutions.
Managing Customer Research Initiatives
• Strategically recommend and manage execution of research projects to answer strategic questions (using both qualitative and qualitative methodolgies, often working closely with our BI team)
• Support teams in planning and executing their research efforts throughout the product lifecycle
• Ensure proper oversight of practices (e.g. use of tools and planning for fieldwork)
• Ensuring excellence in research protocol, execution and output
• Ensure use, maintenance and integrity of the Customer Research Database and Customer Co-Design Panel group

UX @ Yoma:
Creating Strong UX systems and standards
• Implementing UX patterns across user types (e.g. for credit assessment across products / channels)
• Supporting UX leadership to maintain and mature our Design Language System
• Work closely with brand and marketing to ensure conscious application of brand and tone of voice across products

Usability & UX Measurement
• Quantifying the ROI of design by measurable improvements to product (e.g. completion rate, wait time, error rate, etc)
• Working with Product Owners to set design-related KPIs per product / customer journey
• Ultimately your products will work to retain customers and maintain a high level of customer satisfaction with Yoma.

Skills Development
• Supporting UX leadership to implement training and learning opportunities for design team members
• Manage career growth of lead Design Team members

Knowledge and Skills
Essentials
• Advocating for design through a business lens to c-levels and those new to design practices
• Working with multi-disciplinary teams to create new business cases and customer value propositions.
• A working knowledge of key contemporary product development practices, business intelligence, agile software development /scrum.
• Making product and process decisions guided by user needs and business objectives
• Developing a business case with comfort using data analytics to support that case
• Translating user and business objectives into requirements, either independently or in collaboration with BAs.
• Passion for making financial services work for everyday life, using cutting edge technology and design methods.
• Hands-on design skills and ability to jump in to support the team
• Excellent competency in computer (MS Office – Excel, Word, PowerPoint, MS Project, etc.) and presentation skills
• Team player with excellent interpersonal skills and integrity.

Experiences
Essentials
• Head lead and grown a multi-disciplinary in-house design team
• Has managed a complex project in a demanding environment.
• Has worked in human-centered digital product design and development
• Has worked in financial services design
• Your education and work experience will need to show that you have the training and professional background for the necessary skills.

Languages
Essentials
• Working proficiency in Myanmar and English

*Only shortlisted candidates will be contacted for interviews*