Customer Journey and Solutions Designer

alrajhi bank Malaysia; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading financial institution in Kuala Lumpur is seeking a Customer Journey and Solutions Designer to shape intuitive customer experiences and align banking solutions with Islamic finance principles. This strategic role involves collaborating across departments to enhance customer journeys and uphold regulatory standards in a fast-paced banking environment. Ideal candidates will have extensive experience in business architecture and a deep understanding of customer behavior and technology integration.

Qualifications

• Minimum of 8 years' experience in business architecture or similar strategic roles.
• Strong understanding of Islamic finance principles and products.
• Proven experience in implementing omni-channel customer experiences.

Responsibilities

• Design intuitive end-to-end omni-channel customer journeys.
• Collaborate with stakeholders to define strategic objectives.
• Conduct customer journey mapping and pain point analysis.

Skills

Business architecture

Customer journey design

Islamic finance principles

Omni-channel design

Banking systems knowledge

Education

Bachelor’s Degree in Business Administration or relevant field

Master's degree or relevant certifications

Tools

Business process modeling tools

Customer journey mapping tools

Job description

About the Role

The Customer Journey and Solutions Designer role is responsible for translating the Bank's products and services into technical reality with actionable business solutions by designing the best-in-class, intuitive end-to-end omni-channel customer journeys that align with Islamic finance principles and customer needs. This role requires a deep understanding of banking products, operations, customer behavior, and the technical capabilities of various banking systems and applications. The ideal candidate will be adept at bridging the gap between business strategy, product requirements, customer needs, and technological implementation, ensuring compliance with both internal policies and regulatory frameworks governing Islamic financial institution.

What will you do

• Develop and maintain comprehensive business architecture models, including capability maps, value streams, and operating models, to align business strategy with operational and technological capabilities.
• Collaborate with senior management, business stakeholders, and enterprise architects to define strategic goals and objectives, ensuring that business architecture initiatives support the Bank's vision.
• Provide expert guidance on the application of business architecture principles, techniques, and tools to complex business scenarios within an Islamic banking context.
• Identify stakeholders and Optimize yield across digital channels by conducting ROI analysis, designing experimental campaigns, and implementing A/B testing.
• Collaborate with Digital Experience, UI/UX, and Channel Management teams to leverage popular trends and brainstorm innovative ideas to attract and engage users.
• Work closely with head and senior management to develop strategies, facilitate, and support the implementation of design thinking and innovation initiatives.
• Experiment with new channels to develop promising acquisition campaigns.
• Lead the design workshop to map the end-to-end customer journeys across all touchpoints, ensuring a seamless, consistent, and intuitive omni-channel experience for Islamic banking products and services.
• Conduct thorough customer journey mapping, user research, and pain point analysis to identify areas for enhancement and innovation.
• Develop user personas, use cases, and service blueprints to articulate consistent customer experiences across all channels.
• Collaborate with UI/UX designers, product managers, and technology teams to translate journey designs into actionable features and functionalities.
• Synthesize inputs and requirements from stakeholders into a structured and effective business requirements document (BRD) that clearly articulate customer needs, business objectives, actionable design, and technical solutions required.
• Possess a strong understanding of the interdependencies between the Bank's core banking systems, digital platforms, CRM, and other relevant applications.
• Be capable of assessing technical feasibility and implications of proposed business and journey designs, identifying integration points and dependencies.
• Work closely with the Enterprise Architects to ensure proposed solutions are technically sound, scalable, and align with the overall IT architecture roadmap.
• Contribute to the selection and implementation of new technologies that support enhanced customer experiences and operational efficiency.
• Demonstrate a comprehensive understanding of Islamic financial products and their underlying Shariah principles, and the specific policies governing them.
• Be familiar with relevant internal banking policies, operational procedures, and regulatory requirements impacting product design and customer journeys.
• Collaborate with Product Managers, Shariah, Legal, and Compliance teams to ensure all designs and processes adhere to Shariah principles and regulatory standards.
• Translate complex product features and policy requirements into clear, understandable journey flows for customers and internal stakeholders.
• Act as a key liaison between business units, IT, Product, Operations, Shariah, Compliance, and other relevant departments.
• Lead and facilitate workshops, conduct interviews, and gather requirements from diverse stakeholders.
• Communicate complex concepts and recommendations clearly and concisely to both technical and non-technical audiences.
• Drive consensus and manage expectations among stakeholders throughout the design and implementation lifecycle.
• Establish metrics and KPIs to monitor the effectiveness of business architectures and customer journeys, making data-driven recommendations for improvement.
• Contribute to the establishment and adherence of business architecture governance frameworks.
• Stay abreast of industry trends, emerging technologies, and best practices in business architecture, customer experience design, and Islamic finance.
• The duties and responsibilities attached to the post may vary from time to time without changing the general character of the duties or the level of responsibility entailed.
• In addition to the responsibilities listed above, the job holder may require performing other duties, assignment as assigned by the Bank’s management.

Skills and experience you possess

• Bachelor’s Degree or equivalent in Business Administration, Information Technology, Computer Science, Finance, or any relevant field.
• Master's degree or relevant professional certifications (e.g., TOGAF, CBAP, UX/CX, Pega Certified Business Architect) are highly desirable.
• Possess a minimum of 8 years' experience in business architecture, business analysis, customer journey design, or a similar strategic role preferably within the financial services industry.
• Demonstrated strong understanding of Islamic finance principles, products, and operations is essential.
• Proven experience in designing and implementing omni-channel customer experiences.
• Solid understanding of banking systems, applications, and technology stacks relevant to retail and corporate banking operations.
• Proficiency in business process modeling tools and methodologies.
• Experience with customer journey mapping tools and techniques.