CX Design Analyst - Internal UX & Process Optimization at First Bank

DUTIES & RESPONSIBILITIES

• Strong ability to communicate complex and detailed information in a clear, engaging, and accessible manner across technical and non-technical audiences. 
• Skilled in storytelling and presentation, with the ability to socialize complex concepts through compelling narratives and visualizations. 
• Proven ability to build and maintain strong relationships with cross-functional teams and stakeholders. ▪ Deep user-centric orientation with a passion for continuous improvement and delivering meaningful internal experiences. 
• High level of integrity, professionalism, and interpersonal effectiveness. ▪ Experienced in conducting internal user journey reviews and usability testing to uncover pain points and improvement areas. 
• Proficient in Lean, Six Sigma, and Agile methodologies to support structured user journey optimization. 
• Strong understanding of internal platforms, collaboration tools, and the evolving digital and regulatory landscape. 
• Skilled in evaluating qualitative data to inform decision-making and support journey measurement. 
• Knowledgeable in user journey review methodologies and capable of developing visual tools such as journey maps and service blueprints. 
• Proficient in tools like MS Office Suite, Figma, and related design tools

JOB REQUIREMENTS

Education 

• Bachelor’s degree in business, design, or related field 
• Professional certifications (e.g., Lean Six Sigma, Agile, UX Design)
• al Certification

Experience 

• 3+ years of progressive experience in strategy, customer experience, user experience design, journey optimization, product/service design or related roles preferably in financial services or large enterprise environments. 
• Proven track record of leading cross-functional initiatives and delivering measurable improvements 
• 2 years’ experience in conducting user journey reviews, service design, and pre-/post-deployment evaluations.