Product Design Lead

To drive design excellence for the assigned digital customer journeys (app and 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.

The candidate will have responsibilities across the following functions:

Minimum required Accountabilities for this role

• Own the end-to-end design vision and strategy for the assigned business POD's digital journeys (app and web).
• Lead, guide and manage the Design and 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 synthesise 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 organisation'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 about 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 organisation 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 prioritise design/UX interventions.
• Building, mentoring and scaling a high-performing design and testing team.

Decisions:

• Final design direction and sign-off for POD journeys before development handoff.
• Prioritisation of the design and testing roadmap within the POD.
• Selection of design variations to be tested and the success metrics used to evaluate them.