Experience Lead

About the role

FairMoney is seeking an Experience Lead to own and drive the customer experience agenda across its mobile banking platform and branch network. You will map journeys, set experience strategy, resolve recurring pain points, and ensure a consistent in‑app and branch experience for our diverse user base.

Key responsibilities

• Proactively identify friction and failures before customers report them.
• Map current and target states for priority customer journeys.
• Develop and maintain an experience improvement roadmap.
• Collaborate with Product, Technology, and Business owners to resolve experience pain points.
• Review in‑app experiences for new releases and existing flows.
• Standardise branch experience through standards, scorecards, and assessments.
• Translate Voice of Customer data into actionable items with owners and deadlines.
• Conduct monthly experience reviews with Business owners, supported by specific customer cases.
• Manage the Customer Journey Experience Dashboard and develop Experience Analyst requirements.

Required profile

• Strong background in customer journey mapping, experience design, and process improvement.
• Proven ability to influence cross‑functional stakeholders without direct authority.
• Experience analysing CSAT, VOC, and customer insight data.

Required skills