PRIMARY PURPOSE OF THIS POSITION: The Customer & User Experience Design Specialist will serve as the strategic design architect of the e-money ecosystem, translating complex financial and behavioural insights into intuitive, human-centered product and service-based experiences that drive adoption, usage and loyalty across the EasyWallet and related digital products. Unlike a traditional design role, this is a strategic, behavioural and systems-thinking position that fuses psychology, design intelligence and customer experience mastery to create breakthrough digital journeys. The role demands designing with precision, thinking deeply about human motivations and creating experiences that not only work, but also move people. With the UX & Design Specialist being the customer advocate at the heart of EasyWallet’s transformation, this role ensures that every interaction, feature, and service is designed with precision around customer needs, behaviours, and expectations, not only demographics, but also psychographics. As a key strategic partner to the Head of E-Money, this role will shape the experience vision, orchestrate cross-functional collaboration and ensure that every product touchpoint reflects human-centered excellence, driving both commercial impact and emotional connection with our customers. Working closely with the Manager – Business Growth & Optimisation and Manager – Data, Products & Projects (and other stakeholders), the Specialist will translate insights into designs that differentiate EasyWallet as the most user-friendly, relevant, and loved mobile money product in Namibia

KEY PERFORMANCE AREAS (KPAs)

1.     Strategic Experience Leadership

·       Develop and own the Customer & User Experience Strategy for the e-money ecosystem, aligning human-centered design with growth, adoption and retention goals.

·     Partner with the Business Growth & Optimisation and Data, Products & Projects Teams (and other stakeholders), to ensure design decisions are anchored in customer psychology, data insights and behavioural economics.

·      Champion design-led thinking across the business, elevating the role of UX in strategic decision-making, product development, and channel optimization.

·     Drive user research, usability testing and experience mapping to uncover latent needs and friction points across digital and physical touchpoints.

·         Translate complex business requirements into emotionally resonant, frictionless and accessible user journeys.

·   Embed human-centered design principles into the organization’s innovation framework, influencing how products are conceived, validated and delivered.

2.     Customer Psychology & Human Behaviour Insight

·         Lead user research (interviews, surveys, usability testing, ethnographic studies) to deeply understand customer needs.

·         Map customer journeys across multiple touchpoints (app, USSD, agents, merchants) and use cases.

·         Translate behavioural and psychographic insights into actionable design requirements.

·      Integrate behavioural science, cognitive psychology and emotional design principles to craft experiences that shape user behaviour and loyalty.

·         Design adaptive, intuitive journeys that reflect deep empathy for diverse user segments from the unbanked to the digitally advanced.

·      Leverage psychographics and user segmentation to design experiences that connect with users’ motivations, aspirations and daily realities.

3.     Product and Service Design, and Execution

·        Create intuitive, inclusive and engaging user flows and lead the design of wireframes, prototypes, customer journeys etc., and UI flows that reflect precision, clarity, and beauty of function.

·         Collaborate with the relevant teams to design features that drive adoption and usage.

·         Ensure all products meet accessibility standards and are tailored for local contexts (language, literacy, connectivity).

·     Advise and ensure a standardized library of visual and interactive elements that make every e-money product, from EasyWallet to merchant apps, instantly recognizable, consistent, and efficient to build and maintain.

·         Infuse innovation into the customer experience.

·    Use data and analytics to continuously refine experience design decisions, linking customer feedback and behavioural data to actionable design improvements.

4.     User Experience Optimisation

·         Continuously test, iterate and refine features to improve adoption, retention, and satisfaction.

·         Leverage data (usage analytics, NPS, churn, conversion) to identify pain points and optimise user journeys.

·         Ensure design consistency across channels (mobile app, USSD, agent interactions, merchant interfaces).

5.     Customer Lifecycle Management

·         Design onboarding, engagement, and loyalty journeys that maximise lifetime value.

·         Personalise customer experiences using segmentation and behavioural insights.

·         Work closely with Growth to integrate loyalty, rewards and referral features seamlessly into the experience.

6.     Thought Leadership & Collaboration

·         Serve as the voice of the customer within the E-Money Division.

·         Stay up to date with global UX trends in mobile money.

·         Advocate for design-led thinking across the Bank.

7.     High-Performance: Leadership, Drive, Energy & Stakeholder Engagement

·         Model independent and critical thinking, effective management of self and of others, and be proactive.

·         Serve as a thought leader on mobile money growth strategies within the Bank and industry forums.

·         Inspire and embody a culture of intelligence, curiosity, courage, and relentless energy, proactively seeking opportunities to learn, grow and drive high-performance results.

·         Engage confidently with stakeholders at all levels and present business cases or propositions with clarity, influence and conviction.

·     Model a strong commercial thinking balancing ambition with prudence, agility with sound governance and customer-centricity with commercial viability.

·        Act as a strategic connector within the Bank, breaking silos and integrating e-Money growth into the broader retail and digital banking agenda

Qualifications Minimum