Head of UX & Engagement

📍 Job Overview

Job Title: Head of UX & Engagement

Company: Eurobank

Location: Greece

Job Type: Full-time

Category: Digital Experience & Customer Engagement Operations

Date Posted: 2026-05-11

Experience Level: 7+ Years

Remote Status: Hybrid

🚀 Role Summary

• Spearhead the end-to-end digital customer experience (CX) and engagement strategy for a major European bank, driving innovation and customer satisfaction across all digital platforms.

• Own and govern the User Experience (UX) vision, establishing critical experience principles, standards, and best practices to ensure brand coherence and usability.

• Lead comprehensive customer research initiatives, translating qualitative and quantitative insights into actionable recommendations for optimizing digital journeys and product adoption.

• Define, monitor, and drive key performance indicators (KPIs) related to digital engagement, customer satisfaction (CSAT/NPS), and conversion rates, fostering a data-driven approach to experience optimization.

• Act as the Group authority on UX and digital engagement, fostering seamless collaboration with Product, Technology, Business, Marketing, and Contact Center teams to align priorities and ensure high-quality digital execution.

📝 Enhancement Note: While the title is "Head of UX & Engagement," the responsibilities strongly indicate a role focused on the operational execution and strategic oversight of digital customer experience within a large financial institution. This role bridges product, technology, and marketing operations by ensuring a cohesive and effective customer journey across digital touchpoints. The emphasis on KPIs, adoption, and cross-functional partnership aligns it with a GTM and operations-focused function.

📈 Primary Responsibilities

• Develop and institutionalize the Group's overarching UX and Digital Engagement strategy, ensuring alignment with business objectives and customer needs.

• Define and enforce experience principles, usability standards, accessibility guidelines, and design quality benchmarks across all digital channels and customer touchpoints.

• Lead the customer research agenda, leveraging qualitative and quantitative methods (including usability testing, behavioral analysis, and analytics) to uncover actionable insights.

• Drive measurable improvements in key customer journeys, focusing on onboarding, activation, feature discoverability, conversion rates, and reduction of drop-off points.

• Establish, track, and report on critical UX and engagement KPIs (e.g., task success rates, CSAT, NPS, adoption metrics, usage depth) in collaboration with Product, Sales, and Analytics teams.

• Partner with Product, Technology, Architecture, Business, Marketing, and Contact Center teams to influence prioritization, ensure alignment, and facilitate seamless execution of digital initiatives.

• Build, lead, and develop a high-performing, multidisciplinary UX & Engagement function, ensuring robust governance and compliance with regulatory, security, privacy, and ethical standards.

• Champion a customer-centric mindset throughout the organization, advocating for user needs and translating them into impactful digital solutions.

• Oversee the implementation of A/B testing and experimentation frameworks to continuously optimize digital experiences and engagement strategies.

• Ensure seamless integration of UX and engagement considerations into agile development cycles and squad-based delivery models.

📝 Enhancement Note: The responsibilities highlight a strategic leadership role with significant operational oversight. The emphasis on defining standards, driving measurable improvements, and cross-functional collaboration points to a need for strong process management and execution capabilities, characteristic of senior operations roles.

🎓 Skills & Qualifications

Education: Bachelor's or Master's degree in a relevant field such as Human-Computer Interaction (HCI), Design, Psychology, Computer Science, Business Administration, or a related discipline.

Experience: Minimum of 7 years of progressive experience in UX, digital experience design, customer-centric product leadership, or digital engagement strategy roles.

Required Skills:

• Proven leadership experience in managing UX and/or digital engagement functions within large-scale digital environments.

• Deep expertise in UX Design principles, methodologies, and best practices, coupled with a strong understanding of UX Research techniques.

• Demonstrated ability to develop and execute comprehensive UX and digital engagement strategies.

• Experience in leading customer research initiatives, including qualitative and quantitative research design and analysis.

• Proficiency in defining, monitoring, and optimizing key performance indicators (KPIs) for digital products and customer journeys.

• Strong understanding of agile development methodologies and experience working in product-led or squad-based delivery models.

• Excellent stakeholder management and communication skills, with the ability to influence senior leadership and cross-functional teams.

• Strategic thinking and problem-solving capabilities, with a balance of customer empathy and business acumen.

• Experience in managing multiple priorities in a complex, fast-paced environment.

Preferred Skills:

• Prior experience in the banking, financial services, or other complex regulated industries.

• Hands-on experience with user research tools, analytics platforms, and design software.

• Familiarity with accessibility standards (e.g., WCAG) and regulatory compliance in digital environments.

• Experience in driving digital transformation initiatives within large organizations.

• Knowledge of A/B testing and experimentation platforms and methodologies.

• Experience in building and developing high-performing multidisciplinary teams.

📝 Enhancement Note: The requirement for "more than 7 years of relevant experience" strongly suggests a senior-level position. The emphasis on leading teams, strategic planning, and influencing stakeholders points to a role requiring significant operational leadership and execution capabilities. The preference for banking or financial services experience is critical for understanding the specific operational nuances and regulatory landscape.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 detailed case studies demonstrating successful end-to-end ownership of digital customer experience or engagement strategies.

• For each case study, clearly articulate the initial problem or opportunity, the strategic approach taken, the specific UX/engagement initiatives implemented, and the measurable business outcomes achieved (e.g., increased adoption, improved CSAT, conversion rate uplift, reduced drop-offs).

• Highlight experience in defining and implementing UX standards, governance frameworks, or design systems.

• Provide examples of how customer research and data insights were translated into actionable design recommendations and strategic decisions.

Process Documentation:

• Evidence of establishing or refining processes for customer journey mapping, user persona development, and usability testing.

• Examples of developing and implementing frameworks for digital engagement strategy and execution.

• Documentation of experience in collaborating with product and technology teams within agile or squad-based environments, detailing workflow integration and communication protocols.

• Showcase experience in defining KPIs and reporting mechanisms for digital experience performance.

• Illustrate processes for ensuring compliance with accessibility, security, and privacy standards in digital product development.

📝 Enhancement Note: For a senior role like this, a portfolio is crucial. It should not just showcase design work but also strategic thinking, process ownership, and quantifiable impact on business metrics. The focus on "governing" and "owning" strategies implies a need to demonstrate experience in building and managing operational processes and frameworks.

💵 Compensation & Benefits

Salary Range: For a Head of UX & Engagement role in Greece with 7+ years of experience in a major financial institution, the estimated annual salary range is €70,000 - €100,000. This range is based on industry benchmarks for senior leadership positions in the European financial sector, considering the cost of living in Greece and the strategic importance of this role.

Benefits:

• Competitive remuneration package.

• Hybrid work arrangement offering a balance between remote and in-office collaboration.

• Comprehensive Learning & Development opportunities, including:

  • Unlimited access to Udemy for continuous learning.
  • Exposure to international training methodologies and professional development programs.
  • Career guidance and mentorship from experienced executives.
  • Structured Talent Management process with identification and utilization of talent pools.

• Robust Wellbeing programs:

  • Premium Health & Life Insurance for the employee, partner, and/or family.
  • Access to mental health support services.
  • Pension plan to support future financial planning.
  • Regular team-building and wellbeing activities.
  • Potential for extra annual leave (Winter Bonus).
  • Opportunities to engage in volunteering activities through the TeamUp program.

• Additional Benefits:

  • Exclusive discounts at partner retail stores.

  • Preferential staff pricing for Eurobank's banking products.

  • Allowances for nursery and summer camps for children. Working Hours: Typically 40 hours per week, with a hybrid work model that offers flexibility.

📝 Enhancement Note: The salary estimate is derived from general market data for similar roles in Western Europe and adjusted for the Greek market, considering the seniority and industry. The benefits listed are extensive and typical for large, established organizations like Eurobank, emphasizing employee well-being and professional growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking and Financial Services. Eurobank operates within a highly regulated and competitive sector, emphasizing digital transformation, customer-centricity, and sustainable practices. The industry demands innovation to meet evolving customer expectations and navigate technological advancements.

Company Size: Large Enterprise (estimated 10,000+ employees based on typical large bank structures, though specific numbers aren't provided). This size implies a complex organizational structure, established processes, and a significant digital footprint, requiring robust operational management.

Founded: Eurobank was founded in 1879, signifying a long history and deep-rooted presence in the financial sector, combined with a forward-looking approach to innovation and digital services.

Team Structure:

• The Head of UX & Engagement will likely lead a multidisciplinary team comprising UX designers, UX researchers, content strategists, and digital engagement specialists.

• This team will operate within a matrixed structure, collaborating closely with Product Management, Technology/Engineering, Business Units, Marketing, and Data Analytics teams across Group and country-level operations.

Methodology:

• The team will operate using Agile and potentially squad-based delivery models, emphasizing iterative development, continuous feedback, and cross-functional collaboration.

• Data-driven decision-making will be paramount, utilizing customer research, analytics, and performance metrics to inform strategy and execution.

• A strong focus on process optimization and efficiency will be necessary to manage complex digital initiatives across multiple stakeholders and business units.

• The approach will blend strategic vision with hands-on execution, ensuring that high-level goals are translated into tangible improvements in user experience and digital engagement.

Company Website: https://www.eurobank.gr/ (Note: The provided URL was for careers, this is a general company link)

📝 Enhancement Note: Understanding Eurobank's position as a long-standing financial institution undergoing digital transformation is key. The "Prosperity needs Pioneers" slogan suggests a culture that values innovation and forward-thinking individuals within a stable, established framework. The operations context here involves managing digital customer journeys in a regulated environment.

📈 Career & Growth Analysis

Operations Career Level: This is a senior leadership position, likely equivalent to a Director or VP level within a large organization. It requires strategic oversight, team management, and significant cross-functional influence. The role is responsible for setting the vision and operationalizing the strategy for digital customer experience and engagement across the entire group, making it a critical function for the bank's digital future.

Reporting Structure: The Head of UX & Engagement will report to a senior executive (e.g., Chief Digital Officer, Chief Experience Officer, or similar). They will lead a team of UX/Engagement professionals and work closely with peers in Product, Technology, Marketing, and various Business Units.

Operations Impact: This role directly impacts revenue generation and customer retention through enhanced digital experiences. By driving user adoption, satisfaction, and conversion rates, the Head of UX & Engagement plays a pivotal role in achieving the bank's digital growth objectives. Their work directly contributes to customer loyalty, operational efficiency in digital channels, and the overall brand perception of Eurobank as a modern, customer-focused financial institution.

Growth Opportunities:

• Leadership Advancement: Potential to move into broader executive roles within Digital, Product, or Customer Experience departments, potentially overseeing larger divisions or entire business units.

• Strategic Influence: Opportunity to shape the long-term digital strategy of a major European bank, influencing product roadmaps and business priorities.

• Specialization & Expansion: Deepen expertise in specific areas of digital engagement, customer journey optimization, or advanced UX research methodologies, or expand responsibilities to encompass broader aspects of digital transformation.

• Cross-Functional Mastery: Develop extensive experience in managing complex stakeholder relationships across diverse departments, enhancing skills in organizational change management and strategic alignment.

📝 Enhancement Note: The role is positioned as a key strategic leader within the organization's digital transformation efforts. Its impact on revenue and customer loyalty is substantial, providing a clear path for career progression within the financial services industry or broader digital leadership roles.

🌐 Work Environment

Office Type: Hybrid work model, indicating a blend of remote work and office-based collaboration. This suggests a modern approach to work-life balance and employee flexibility.

Office Location(s): Greece. The primary work location will be within Eurobank's offices in Greece, with the flexibility to work remotely on certain days.

Workspace Context:

• The role will involve working within a dynamic and often fast-paced environment, characteristic of the financial services industry undergoing digital change.

• Collaboration will be a key aspect, with significant interaction with cross-functional teams, requiring effective communication and presentation skills in both digital and in-person settings.

• Access to modern digital tools and technology platforms will be essential for research, design, collaboration, and performance tracking.

• The environment will likely foster a culture of continuous learning and innovation, encouraging experimentation and proactive problem-solving.

Work Schedule: Standard full-time hours (approximately 40 hours per week), with the flexibility afforded by the hybrid work arrangement. This schedule allows for deep dives into complex projects while accommodating personal needs.

📝 Enhancement Note: The hybrid model is a significant factor for attracting talent. For operations roles, this flexibility can be crucial for deep work on strategy and analysis, balancing it with essential in-person collaboration and team engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and application for relevant experience and qualifications. Candidates may undergo a brief phone screen with HR or a recruiter to assess basic fit and interest.

• Hiring Manager Interview: In-depth discussion with the hiring manager (likely a senior executive) focusing on strategic vision, leadership experience, and alignment with the bank's digital goals. Expect questions on past successes, leadership style, and approach to UX/engagement strategy.

• Team & Stakeholder Interviews: Meetings with key team members and cross-functional stakeholders (e.g., Product Leads, Technology Directors, Marketing Heads). This stage assesses collaboration skills, ability to influence, and cultural fit within the broader organization. Case study presentations or problem-solving exercises may be introduced here.

• Portfolio Review: A dedicated session where candidates present their portfolio, detailing specific case studies of UX and engagement initiatives, their strategic rationale, execution, and measurable impact. This is a critical step to evaluate practical experience and impact.

• Final Interview/Executive Review: Potentially a final meeting with a very senior executive for final assessment and offer discussions.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio around key projects that demonstrate end-to-end ownership of UX and engagement strategies. For each project, clearly articulate the business problem, your strategic approach, the specific initiatives undertaken, the methodologies used (research, design, testing), and most importantly, the quantifiable business results (e.g., increased conversion, improved NPS, adoption rates).

• Showcase Strategic Thinking: Go beyond just showing designs. Explain why certain decisions were made, how they aligned with business goals, and how you influenced stakeholders. Highlight your ability to translate user needs and business objectives into a cohesive strategy.

• Demonstrate Operational Rigor: Include examples of how you defined and implemented UX governance, established standards, or managed processes for customer research and journey optimization. Show your ability to operationalize UX principles.

• Quantify Everything: Use data and metrics wherever possible to demonstrate the impact of your work. This is crucial for a role focused on engagement and KPIs.

• Tailor to Eurobank: Research Eurobank's current digital offerings and any stated strategic priorities. Frame your examples to show how your experience aligns with their specific challenges and opportunities in the banking sector.

Challenge Preparation:

• Strategic Scenario: Be prepared to discuss how you would approach defining or refining Eurobank's digital engagement strategy, considering the banking context, regulatory environment, and competitive landscape.

• Problem-Solving: Anticipate hypothetical scenarios related to improving customer onboarding, increasing feature adoption, or reducing digital drop-off rates. Outline your analytical and problem-solving process.

• Stakeholder Alignment: Prepare examples of how you have managed conflicting priorities or gained buy-in from senior stakeholders for UX-related initiatives.

📝 Enhancement Note: The emphasis on a portfolio and case studies is standard for senior UX/design leadership roles. For this specific role, the portfolio should highlight not just design execution but also strategic vision, operational process development, and measurable business impact within a financial services context.

🛠 Tools & Technology Stack

Primary Tools:

• UX Design & Prototyping: Figma, Sketch, Adobe XD, InVision (for wireframing, prototyping, and design collaboration).

• User Research Platforms: UserTesting.com, Optimal Workshop, Lookback, Maze (for usability testing, remote research, and feedback collection).

• Analytics & Data Visualization: Google Analytics, Adobe Analytics, Pendo, Mixpanel, Tableau, Power BI (for understanding user behavior, tracking KPIs, and reporting insights).

• Customer Relationship Management (CRM): While not directly owned, familiarity with how CRM data (e.g., Salesforce, Microsoft Dynamics) informs customer segmentation and engagement strategies is beneficial.

• Project Management & Collaboration: Jira, Confluence, Asana, Trello (for agile workflow management, documentation, and team communication).

Analytics & Reporting:

• Expertise in leveraging web and mobile analytics platforms to track user behavior, identify trends, and measure the effectiveness of digital experiences.

CRM & Automation:

• Understanding of how CRM systems support customer data management and how marketing automation tools (e.g., Marketo, HubSpot) can be integrated with digital experiences to personalize engagement.

• Familiarity with customer data platforms (CDPs) for unified customer profiles.

📝 Enhancement Note: This role requires a strong understanding of the entire digital experience toolkit, from design and research to analytics and collaboration platforms. Proficiency in data analysis and visualization tools is critical for demonstrating ROI and driving data-informed decisions.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A relentless focus on understanding and serving customer needs, ensuring that all digital experiences are intuitive, valuable, and supportive.

• Innovation & Pioneer Spirit: Embracing new ideas and technologies to drive digital transformation and exceed customer expectations, aligning with Eurobank's "Pioneers" ethos.

• Data-Driven Decision Making: Relying on insights from customer research, analytics, and performance metrics to inform strategic choices and optimize operational processes.

• Collaboration & Partnership: Working effectively across diverse teams and departments to achieve shared goals, fostering an environment of mutual respect and open communication.

• Excellence & Quality: Committing to high standards of design, usability, accessibility, and compliance in all digital outputs.

• Sustainability: Integrating sustainable practices into digital initiatives and promoting responsible banking.

Collaboration Style:

• Cross-Functional Integration: Proactively engaging with Product, Technology, Marketing, and Business units to ensure a holistic approach to customer experience and engagement.

• Open Communication: Fostering an environment where feedback is welcomed, challenges are discussed openly, and diverse perspectives are valued.

• Agile & Iterative: Embracing flexibility and adaptability in workflow, with a focus on continuous improvement through regular reviews and feedback loops.

• Knowledge Sharing: Encouraging the sharing of best practices, research findings, and insights across teams to build collective intelligence and drive best-in-class operations.

📝 Enhancement Note: The company values emphasize a blend of traditional banking stability with a forward-thinking, innovative approach to digital customer engagement. For operations professionals, this means balancing rigorous process adherence with a proactive, experimental mindset.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Stakeholder Landscapes: Managing priorities and expectations across numerous departments (Product, Tech, Business, Marketing, Compliance) within a large financial institution.

• Driving Change in a Regulated Industry: Implementing innovative UX and engagement strategies while adhering to strict regulatory, security, and privacy standards inherent in banking.

• Balancing Global Strategy with Local Execution: Ensuring consistency in UX and engagement across different country-level operations while respecting local market nuances.

• Quantifying UX Impact: Effectively demonstrating the ROI of UX and engagement initiatives to secure buy-in and resources, especially in a traditionally data-focused financial environment.

• Keeping Pace with Digital Evolution: Continuously adapting strategies and practices to emerging technologies, user behaviors, and competitive pressures in the digital banking space.

Learning & Development Opportunities:

• Strategic Leadership Development: Opportunities to hone executive-level strategic planning, decision-making, and team leadership skills.

• Deepening Industry Expertise: Gaining in-depth knowledge of digital transformation within the financial services sector, including FinTech trends and regulatory landscapes.

• Advanced UX Methodologies: Exploring and implementing cutting-edge UX research, design, and engagement techniques, potentially through specialized training or conferences.

• Cross-Functional Business Acumen: Broadening understanding of various business functions (e.g., product development, marketing strategy, risk management) through close collaboration.

• Mentorship Programs: Access to mentorship from senior leaders within Eurobank, providing guidance on career progression and leadership development.

📝 Enhancement Note: This role presents significant challenges typical of large, regulated industries undergoing digital transformation. Overcoming these challenges provides substantial opportunities for professional growth and skill development, particularly in strategic operations and leadership.

💡 Interview Preparation

Strategy Questions:

• "How would you define and govern the UX & Digital Engagement strategy for a major European bank like Eurobank, considering both group-level consistency and local market needs?" (Preparation: Focus on framework development, stakeholder alignment, and KPI integration.)

• "Describe a time you successfully translated complex customer research insights into actionable recommendations that drove significant improvements in user adoption or satisfaction. What was your process?" (Preparation: Prepare a STAR method example highlighting research, analysis, recommendation, and quantifiable results.)

Company & Culture Questions:

• "What are your thoughts on Eurobank's current digital offerings, and where do you see the biggest opportunities for enhancing UX and customer engagement?" (Preparation: Research Eurobank's website, app, and recent news. Identify strengths and potential areas for improvement.)

• "How do you foster a customer-centric culture within a team and influence other departments to prioritize user experience?" (Preparation: Discuss team leadership, cross-functional collaboration strategies, and advocacy techniques.)

Portfolio Presentation Strategy:

• Narrative Arc: Structure your portfolio presentation around a compelling narrative for each case study. Clearly define the problem, your strategic solution, the execution steps, and the measurable impact.

• Quantify Impact: Use specific numbers, percentages, and data points to illustrate the success of your initiatives. Focus on metrics that align with business objectives (e.g., conversion rates, customer acquisition cost, retention, NPS, CSAT).

• Demonstrate Process & Governance: Showcase your ability to establish and manage processes, define standards, and ensure quality and compliance. This is crucial for a "Head of" role.

• Stakeholder Influence: Highlight instances where you successfully influenced key stakeholders or navigated complex organizational dynamics to achieve your objectives.

• Tailor to Eurobank: Connect your experience directly to Eurobank's context. Explain how your skills and past successes are relevant to their specific challenges and goals in the banking sector.

📝 Enhancement Note: Interview preparation should emphasize strategic thinking, operational execution, stakeholder management, and the ability to demonstrate tangible business impact through data and case studies, all within the context of the financial services industry.

📌 Application Steps

To apply for this Head of UX & Engagement position:

• Submit your application through the provided link on the Eurobank careers portal.

• Portfolio Customization: Curate your portfolio to prominently feature 2-3 detailed case studies that highlight your strategic leadership in UX and digital engagement, focusing on quantifiable business outcomes achieved in complex environments.

• Resume Optimization: Tailor your resume to emphasize your 7+ years of experience in UX leadership, digital strategy, customer research, and stakeholder management, using keywords relevant to digital transformation and financial services.

• Interview Preparation: Practice articulating your strategic vision, leadership approach, and problem-solving methodologies. Prepare to present your portfolio with a clear narrative that demonstrates your impact and relevance to Eurobank's goals.

• Company Research: Thoroughly research Eurobank's digital presence, its competitive landscape in Greece and Europe, and its stated strategic priorities. Understand their customer base and any recent digital initiatives to tailor your responses effectively.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.