Manager – User Experience & Innovation
Payments
Bahrain
BFB Partner
To manage and lead the development and implementation of the company's user experience strategy, with a focus on delivering innovative, user-centered payment solutions. To work closely with cross-functional teams and business owners, to ensure that user needs and business goals are integrated into the product development process. To ensure the creation of outstanding user experience for customers, driving user satisfaction, engagement, and loyalty for different companies products. To assist in bringing up new innovative ideas and products to the company and the innovation committee. To foster innovation within the company at different levels and business units.
Primary Objectives
Develop and implement the company's user experience and innovation strategies, aligning them with business goals and customer needs in coordination with business owners and customer service department.
Lead user research efforts to gain insights into customer behaviors, preferences, and pain points, for the customer base of all the company's services, as well as emerging trends and opportunities in the payments industry.
Create and maintain user personas, user journeys, and other user-centered design artifacts to inform product development, while also identifying new and untapped user segments and use cases.
Conduct usability testing to validate projects designs and scope and identify areas for improvement, while also testing and validating new product and service concepts and value propositions.
Collaborate with cross-functional teams and business owners to integrate user needs and business goals into product development cycles, while also identifying new and emerging technologies, partners, and channels to enhance the company's offerings.
Stay up-to-date with the latest trends and developments payment solutions and user experience, as well as emerging technologies, partners, and channels in the payments industry, applying best research and development practices and driving thought leadership to enhance the company's offerings.
Use design thinking and other innovation methodologies to develop and prototype new payment solutions, iterating quickly based on user feedback and data analysis, as well as identifying and incubating new ideas for future products and services.
Manage and mentor a team of Innovation and User Experience designers and researchers, fostering a culture of innovation, collaboration, and continuous improvement for the whole company, while also fostering a culture of entrepreneurship and experimentation.
Effectively assist and coordinate with other team members.
Job Requirements
Qualifications & skills needed to carry out the job
Bachelor’s Degree in Business, Information Systems, Computer Science.
Skills
Experience in user experience design or a related field, with a focus on payment solutions and innovation.
IT skills
E-Commerce and e-Transactions new practices.
Communication and presentation skills.
Process development / re-engineering skills.
User Experience Skills
Experience needed to carry out the job
Minimum of 5 years' experience in User Experience and the Payments sector.
Knowledge and understanding of proper and up changing User Experience Principles.
Understanding the payment industry and electronic transactions of all e-channel services: Open Banking, Instant Payments, Card Payments, Payment Gateways etc...
Ability to demonstrate and communicate positively in a team environment.
Aware of e-commerce, e-government, and financial data-related transactions.
Key Result Areas
1. User Experience
Conduct an assessment of the current user experience and innovation landscape within the company, identifying strengths, weaknesses, opportunities, and threats.
Develop a clear, comprehensive user experience and innovation strategy that aligns with the company's overall business goals and vision.
Conduct user research activities such as usability testing, surveys, interviews, and field studies to understand user needs, expectations, and behaviors.
Work closely with key stakeholders and business owners, including product management, IT, marketing, and executive leadership, to ensure buy-in and support for the strategy.
Define and communicate clear goals, objectives, and key performance indicators (KPIs) to measure success and progress over time.
2. User Satisfaction
Measure and improve user satisfaction through user research, usability testing, and other feedback mechanisms. This can be achieved through metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and User Engagement.
3. Innovation
Apply design thinking and other innovation methodologies to develop and prototype new payment solutions that meet user needs and business goals.
Iterate quickly based on user feedback and data analysis to refine and improve prototypes and product concepts.
Identify and incubate new ideas for future products and services, working closely with business owners to evaluate feasibility and market potential.
Setting innovation goals and objectives, and developing an innovation roadmap.
Establishing processes for ideation, experimentation, and prototyping.
4. Business Impact
Measure and improve the impact of UX and innovation initiatives on the company's bottom line by tracking key business metrics such as revenue, profitability, and market share.
Aligning UX and innovation strategies with business goals.
Regularly evaluating the ROI of UX and innovation investments.
Continuously optimizing UX and innovation initiatives based on data and insights.
5. Perform regular research and exploring new business opportunities and provide effectively contribution in introducing new products or services
In-depth research of new market trends & technologies, with special attention to payments and Fintech sector.
Participate in conferences and site visits
Prepare reports and concept papers
Incorporate the research into the innovation process
6. Effectively participate in company strategies development.
7. Effectively assist and coordinate with other team members.
8. Achieve yearly objectives.
Other Functions & Responsibilities
Adhere to Compliance by following the Procedures.
Information Security Management: Responsible for the company’s Information Security and contribute/participate in maintaining of the ISO27001 certification.
Business Continuity Plan: Should adhere to Business Continuity Management processes and procedures.
CBB Law & BCRB Code of Practice: Should adhere to CBB Law and Rulebook, BCRB Code of Practice, and the company’s policies.
Adhere to comply with the companies’ policies and procedures.
Adhere to comply with the applicable laws and regulations.