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TMO - CX Research & Design Specialist 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.