About the Role

We are seeking a CX Research & Design Specialist to support customer-centric transformation initiatives within Corporate Banking. This role will be responsible for generating deep customer, market, and industry insights through structured research activities and collaborating with cross-functional teams to shape customer experience strategies.
The ideal candidate combines strong research capabilities, stakeholder facilitation skills, and a passion for translating insights into actionable business opportunities.

Key Responsibilities

Customer & Stakeholder Research

- Plan, organize, and conduct qualitative and quantitative research activities, including customer interviews, expert interviews, surveys, and focus groups.

- Engage Relationship Managers (RMs), customers, industry experts, and external partners to gather actionable insights.

- Apply structured research methodologies to identify customer needs, pain points, behaviors, and opportunities.

Market & Industry Analysis

- Conduct desk research on industry trends, market developments, customer behaviors, and competitor offerings.

- Support Product Owners and business teams in identifying emerging opportunities across targeted industry sectors.

Research Framework & Governance

- Develop and maintain standardized research guidelines, interview frameworks, survey methodologies, and insight documentation standards.

- Ensure consistency and quality across all customer research activities.

Workshop Facilitation

- Partner with Product Owners, Business Analysts, and external agencies to design and facilitate workshops, co-creation sessions, and insight-generation events.

- Present findings and recommendations in a clear and compelling manner to business stakeholders.

Required Qualifications

- Bachelor's degree in Business, Marketing, Design, Psychology, Economics, Banking, or a related field.

- Minimum 5 years of experience in CX Research, UX Research, Design Research, Customer Insights, Market Research, or related disciplines.

- Demonstrated experience conducting customer research, stakeholder interviews, surveys, and insight-generation activities.

- Strong workshop facilitation and stakeholder management skills.

- Mandatory: Experience working on customer experience, customer journey, product, service, or transformation initiatives for SME, Mid-Market, Large Corporate, Commercial Banking, Transaction Banking, or B2B customer segments.

- Ability to synthesize research findings into actionable recommendations for business stakeholders.

- Strong written and verbal English communication skills.

Highly Preferred

- Experience in Corporate Banking, Transaction Banking, Cash Management, Trade Finance, Supply Chain Finance, Commercial Banking, or B2B Financial Services.

- Experience working with Relationship Managers (RM), industry specialists, corporate customers, or business banking teams.

- Familiarity with Design Thinking, Human-Centered Design, Jobs-to-be-Done, or Service Design methodologies.

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