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Location: Lagos
Posted on: 9 July 2026
Employment Type: Full Time
Salary Range: 0 - 0 (Naira)
Deadline: 9 September 2026
Polaris Bank was established by the Central Bank of Nigeria (CBN) on September 21, 2018 to offer commercial banking services to the Nigerian public. The bank commenced services on the same day, having purchased the assets and assumed certain liabilities of the defunct Skye Bank.With a footprint of over 350 branches across the country, Polaris Bank prides itself in delivering exceptional customer experience, leveraging best in class/state of the art Information Communication Technology (ICT). By focusing on ICT solutions across multiple service delivery channels (mobile banking, ATMs, POS and online platforms) Polaris Bank maintains a pivotal role in the Nigerian banking industry, providing customers with simple, convenient and secured banking services.
We are recruiting to fill the position below:
Job Title: Head, Product & Experience Design Lab
Location: Lagos
Job Type: Full Time
About the Role
Key Responsibilities
Product Vision & Leadership:
UX Research Oversight:
UI/UX Design Oversight:
CX Design Oversight:
Qualifications
Core Competencies:
Familiarity With Tools (used by the function's teams, not a personal daily requirement):
Application Closing Date
Not Specified.
Interested and qualified candidates should apply through: Click here to apply
Learn practical strategies to prepare confidently for your Head, Product & Experience Design Lab interview, improve communication skills, and increase your chances of getting hired by 99%.
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The Nigerian banking industry has evolved far beyond traditional banking halls and manual transactions. Today's customers expect seamless, personalized, secure, and intuitive digital experiences across mobile apps, internet banking platforms, ATMs, USSD services, chatbots, and physical branches. As competition from fintech companies, digital banks, and payment service providers intensifies, customer experience has become one of the strongest competitive differentiators.
To remain competitive, banks are investing heavily in Product Innovation, Human-Centered Design, Customer Experience (CX), User Experience (UX), User Interface (UI), Design Thinking, Artificial Intelligence (AI), and Digital Product Development. At the center of these initiatives is the Head, Product & Experience Design Lab, a strategic leader responsible for driving innovation, overseeing product design, improving customer journeys, and ensuring every banking product delivers exceptional user experiences.
If you have secured an interview for this executive role in a Nigerian commercial bank, investment bank, microfinance bank, digital bank, or financial institution, this comprehensive guide will help you understand the role, prepare effectively, and confidently answer both technical and leadership interview questions.
The Head, Product & Experience Design Lab is responsible for leading the bank's product innovation and experience design function. The role combines strategy, creativity, technology, and customer-centric thinking to design digital products that meet business objectives while exceeding customer expectations.
This executive collaborates with:
The role requires balancing customer needs, business goals, technology capabilities, regulatory requirements, and market trends to deliver innovative financial products and services.
Develop and execute a product strategy aligned with the bank's digital transformation goals and customer needs.
Responsibilities include:
Ensure customers enjoy consistent, intuitive, and satisfying experiences across all touchpoints.
This includes:
Lead UX teams responsible for:
Ensure visually appealing and user-friendly interfaces by overseeing:
Promote Design Thinking methodologies by guiding teams through:
Work closely with agile product and engineering teams to ensure designs are implemented effectively and meet business requirements.
Responsibilities include:
Gather insights through:
Lead the Product & Experience Design Lab by:
Develop standards covering:
Ensure products comply with:
Candidates should demonstrate expertise in:
Strong understanding of:
Knowledge of:
Experience with tools such as:
Ability to use data to improve products through:
Interviewers expect familiarity with:
Knowledge of:
The Head of Product & Experience Design Lab is expected to demonstrate:
Candidates should understand:
Knowledge of:
Understand customer expectations regarding:
Interviewers may ask how traditional banks can compete with fintechs through:
Knowledge of AI applications such as:
Tell us about yourself.
"I am a product and customer experience leader with extensive experience in digital product development, user experience design, customer research, and innovation management. Throughout my career, I have led cross-functional teams to create customer-centric products that improve user satisfaction, increase digital adoption, and support business growth. I am passionate about combining design thinking, technology, and data-driven insights to deliver exceptional banking experiences while ensuring alignment with business strategy and regulatory requirements."
What is Product Experience Design?
Product Experience Design is the process of creating products that solve customer problems effectively while providing intuitive, engaging, and seamless experiences throughout the customer's interaction with the product. It combines customer research, UX, UI, service design, and business strategy to deliver value to both users and the organization.
How would you improve a bank's mobile banking application?
"I would begin by analyzing customer feedback, usage analytics, and app performance metrics to identify pain points. I would conduct user research and usability testing, prioritize improvements based on customer impact and business value, simplify navigation, enhance accessibility, strengthen security features, and introduce personalized services such as financial insights and AI-powered assistance. Continuous measurement through customer satisfaction scores and usage data would guide ongoing improvements."
How do you prioritize competing product requests?
"I evaluate requests based on customer value, strategic alignment, regulatory requirements, revenue potential, implementation complexity, technical feasibility, and available resources. I use prioritization frameworks such as RICE or MoSCoW and collaborate with stakeholders to ensure transparency and alignment."
Describe your approach to Design Thinking.
"I follow the five stages of Design Thinking: empathize with users through research, define the core problem, generate innovative ideas through collaborative workshops, build prototypes quickly, and validate solutions through user testing. This iterative approach ensures products are designed around real customer needs rather than assumptions."
How do you measure the success of a digital banking product?
"I track a balanced set of metrics, including customer acquisition, active users, feature adoption, transaction volumes, conversion rates, Net Promoter Score (NPS), Customer Satisfaction (CSAT), task completion rates, retention, and revenue impact. Combining quantitative data with qualitative customer feedback provides a comprehensive view of product performance."
How would you balance innovation with regulatory compliance?
"Innovation must be built within a strong governance framework. I involve compliance, legal, risk, and information security teams early in the product development process, ensuring regulatory requirements are integrated from the design stage. This allows us to innovate confidently while maintaining compliance and protecting customer trust."
How do you handle disagreements between design and engineering teams?
"I encourage open dialogue focused on shared business objectives. By using customer insights, data, and technical feasibility assessments, I facilitate collaborative decision-making that balances user experience, engineering constraints, timelines, and business priorities."
Customer complaints about the bank's mobile app have increased significantly.
How would you respond?
A strong answer should include:
The bank wants to launch a new digital savings product within three months.
How would you lead the initiative?
Discuss:
A fintech competitor launches an innovative feature that gains widespread attention.
How would you respond?
A strong response should emphasize:
Thoughtful questions demonstrate strategic thinking and genuine interest. Consider asking:
Avoid these common pitfalls:
To maximize your chances of success:
The Head, Product & Experience Design Lab is a strategic leadership role that sits at the intersection of customer experience, innovation, technology, and business strategy. Success in this position requires more than strong design skills—it demands visionary leadership, product management expertise, customer-centric thinking, data-driven decision-making, and the ability to inspire multidisciplinary teams to create exceptional digital banking experiences.
During your interview, demonstrate that you understand not only how to design outstanding products but also how to align product innovation with organizational goals, regulatory requirements, operational excellence, and customer expectations. Showcase your ability to lead design transformation, foster a culture of innovation, leverage customer insights, and deliver measurable business value.
By preparing thoroughly, staying current with industry trends, and articulating a clear vision for customer-focused innovation, you can position yourself as the ideal candidate to lead a Product & Experience Design Lab that drives sustainable growth and competitive advantage in Nigeria's rapidly evolving banking sector.
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