Associate Vice President - Experience Design

Role Overview

Associate Vice President – Experience Design at RAK BANK. The role leads and shapes end-to-end customer experience across Personal Banking digital journeys and products in an Agile, squad-based delivery environment.

Company Overview

RAK BANK fosters a culture of innovation, growth, and excellence. The organization is built on collaboration, customer-centricity, and the creation of meaningful digital experiences that drive business impact.

Role Purpose

To own customer experience design outcomes across Personal Banking digital journeys, balancing strategic vision with iterative, sprint-based execution. The role ensures customer experience is embedded from discovery through delivery while partnering with Product, Technology, and Business teams to drive innovation and deliver measurable customer outcomes.

Key Responsibilities

Experience Design & Delivery

• Own and be accountable for customer experience design outcomes across digital journeys and products delivered through Agile squads.
• Lead experience reviews and quality assessments to ensure solutions are intuitive, accessible, and aligned with customer needs.
• Act as the final experience sign-off authority for Personal Banking initiatives and customer-facing solutions.
• Balance long-term experience strategy with sprint-based delivery priorities to drive continuous improvement.

Design Governance & Standards

• Govern adherence to the Design Language System (DLS), ensuring consistency across all digital touchpoints.
• Promote continuous improvement and maturity of design practices, methodologies, and experience governance across the organization.

Collaboration & Stakeholder Management

• Collaborate closely with Product Owners, Engineers, Business Stakeholders, and Chapter Leads to ensure customer experience is embedded throughout the product lifecycle.
• Partner with Banking Leadership, Product, and Technology teams to influence prioritization and strategic decision-making through a customer experience lens.

Research & Innovation

• Drive experience research and innovation initiatives to uncover customer insights, emerging trends, and future opportunities.
• Leverage customer research, usability testing, and data-driven insights to improve customer outcomes.
• Explore, validate, and champion AI-enabled customer experiences including personalization, intelligent guidance, and process automation.
• Ensure AI-driven experiences remain customer-centric, ethical, transparent, and compliant with regulatory requirements.

Leadership & Development

• Lead, mentor, and develop experience designers and content practitioners, fostering a culture of accountability, collaboration, and innovation.

Qualifications & Experience

• 10+ years of experience in Experience Design, UX/UI Design, or Product Design within digital, financial services, or consumer-facing organizations.
• Proven leadership experience managing and mentoring design teams in Agile environments.
• Strong experience working within Agile, squad-based delivery models and cross-functional teams.
• Deep understanding of Personal Banking customer journeys, digital channels, and regulatory considerations.
• Demonstrated expertise in developing, implementing, and governing design systems at scale.
• Practical exposure to AI-enabled experiences and emerging digital technologies.

Skills & Competencies

• UX/UI Design Leadership.
• Strong UX/UI capability.
• Design Systems & Design Governance.
• Agile Product Delivery.
• Human-Centered Design Methodologies.
• Customer Journey Mapping.
• Design Research & Usability Testing.
• AI-Enabled Experience Design.
• Stakeholder Management & Influencing Skills.
• Team Leadership & People Management.
• Strategic Thinking & Innovation.
• Communication & Presentation Skills.

Additional Information

• Competitive, performance-linked compensation.
• Medical coverage for you and your family.
• Inclusive and collaborative workplace culture.
• Opportunity to shape the future of digital banking experiences.
• Exposure to cutting-edge AI and emerging digital technologies.
• Professional development and leadership growth opportunities.
• Opportunity to work on high-impact customer transformation initiatives across the bank.