Job Description

The Role Responsibilities

• Develop and champion staff-assisted systems, understanding staff and client pain points with existing solutions, and capable to propose and drive enhancements that will make for an overall better experience for both staff and clients. Candidate needs to have deep experience with call-center systems, RM (relationship manager) solutions and other backend staff assisted systems that enable staff to help clients.
• Candidate must have excellent verbal and written communication and good presentation skills. You must be able to interact professionally with diverse people (including higher management executives, developers, people from different countries/cultures). You must be an independent thinker, work autonomously, capable of taking on complex, loosely defined problems and determining the appropriate UX design methods and solutions to move a project forward. You must have strong interpersonal skills and ability to build consensus, alignment and relationships with diplomacy across multiple teams who have different goals, functions and initiatives.

Strategy

• Define and drive the overall digital Human-Centered Design strategy for Staff-Assisted systems, products and tools for Front Line Staff, considering market trends and user needs and business goals.
• Enhance staff-assisted systems by utilizing Design Thinking and User Research methodologies to identify Staff and Client pain points, understand user needs, and develop solutions that enable staff to help Clients.

Business

• Collaborate with cross-functional stakeholders from all teams (Group, Country, Products), advocating for Human-Centered practices and ensuring alignment of Human-Centered Design Strategies and Customer Insights.
• Drive product and service innovation of Staff-Assisted solutions, by identifying new opportunities, validating concepts, and translating innovative ideas into tangible solutions that meet the end-to-end customer servicing needs and align with business objectives.
• Utilize data-driven decision making to uncover meaningful insights that optimize user experiences, drive user engagement, and achieve measurable business outcomes.

Processes

• Streamline and optimize the design process by implementing design thinking methodologies and agile practices to ensure efficient coordination among Front Line Staff, designers, developers, product owners, vendors, and stakeholders.
• Lead the planning and execution of any user research activities, including defining research objectives, developing research plans, conducting interviews, service blueprints, surveys, and analyzing data, research findings and user feedback for actionable recommendations.
• Foster cross-functional collaboration among teams, facilitate effective communication channels, conduct design reviews, and integrate user insights and research findings into the design process.

People & Talent

• Mentor and motivate UX Designers at all levels to foster a high-performance culture, help them identify competency gaps, and establish personalized development plans.
• Foster growth and evolution of UX Designers by mentoring and/or recruiting individuals with the right skills and expertise.

Risk Management

• Identify and assess potential risks associated with user experience, including usability issues, data privacy concerns, security vulnerabilities, and regulatory compliance.
• Develop and implement effective risk mitigation strategies that align with Wealth business goals and Affluent user needs, ensuring a balance between security and usability.
• Communicate risk-related findings and recommendations to senior management and stakeholders.

Governance

• Develop and communicate Human-Centered Design principles and guidelines to ensure consistent and high-quality user experiences across all Staff-Assisted systems.
• Establish a review and approval process, collaborating with cross-functional teams to ensure adherence to HCD standards throughout the design lifecycle.
• Drive continuous improvement by conducting post-launch reviews, analyzing user feedback, and leveraging insights to refine HCD governance processes and enhance the quality of digital experiences for Staff-Assisted systems.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group\'s Values and Code of Conduct .
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Lead the Group SC Design Team to achieve the outcomes set out in the Bank\'s Conduct Principles : Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment. *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders

• Executive Leadership: Head of Digital, Head of Digital Banking
• Business Teams, Project Teams: Group Teams, Country Teams; Product Owners, Business Analysts, and Development Teams; Brand & Marketing, Compliance & Legal, Customer Support Teams

Other Responsibilities

• Embedding the Philosophy "Here for good" by demonstrating a strong commitment to ethical and responsible design practices that prioritize the well-being of our customers and the communities we serve.
• Upholding the Values of "Do the Right Thing" by advocating for inclusive design, accessibility, and data privacy, and making ethical choices that benefit our customers and society as a whole.
• Embracing the Value of "Never Settle" by creating a culture of continuous improvement and innovation within the SC Design Team. Encourage experimentation, exploration of emerging design trends and technologies, and a proactive mindset to push boundaries and deliver exceptional user experiences that exceed expectations.
• Promoting the Value of "Better Together" by fostering collaboration and cross-functional partnerships, both within the SC Design Team and with other cross-functional teams. Encourage knowledge-sharing, open communication, and interdisciplinary teamwork to leverage diverse perspectives and skills, ultimately driving better outcomes for our customers and the organization as a whole.

Our Ideal Candidate

• 6+ years of relevant experience within the Staff-Assisted industry.
• Extensive experience in stakeholder management and designing customer journeys.
• Proven track record of working on large-scale projects with successful outcomes.
• Proven track record of leading and managing UX Designers and UX Researchers, including recruiting, mentoring, and developing talent.
• Comprehensive knowledge and hands-on experience in Human-Centered Design principles and practices, and user research techniques, both qualitative and quantitative.
• Expertise in project management and workplace mediation.
• Solid understanding of agile development methodologies and ability to collaborate effectively with cross-functional teams.
• Strong analytical skills with the ability to synthesize complex data and distil insights that inform product and design decisions.
• Strong strategic thinking and problem-solving skills, with the ability to translate business goals into impactful HCD design strategies.
• Excellent communication and presentation skills, with the ability to effectively articulate research findings to both technical and non-technical stakeholders.
• Strong leadership presence, with the ability to inspire, motivate, and influence others.

Role Specific Technical Competencies

• Staff Assisted Channels
• Understanding Customer Needs
• Customer/ Market Focus
• Electronic Banking Products
• Banking Products
• Mobile Banking
• Internet Banking

About Standard Chartered
We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you\'re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can\'t wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you\'ll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers

eFinancialCareers