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Functional
- Development of overall UX strategy for Hong Leong Digital Journeys
- Undertaking the roles and responsibilities to innovate new/existing products and functions on HLB Digital Banking Platform
- Conversant with all aspects of the product or services and its features in the capacity of product evangelist/advocacy to the consumers
- Support development of product & services on digital banking platform during conceptualization, Analysis, Usability Test (UAT) and pre-Go Live review (QC)
- Research on UX trends and from time to time propose new innovative experience of new or existing products for digital banking application.
- Establish and promote UX standards and jointly with UI unit to deliver final journey design that reflects a brand, enforce a language, consistent UI and motions.
- Develop and maintain UX design guidelines and standards for the unit.
- Develop market leading customer journeys measured by increased product acquisition service usage and increased NPS/CSAT scores.
Managerial (team/group responsibilities)
- Contribute and ensure the business meets the established divisional goals and objectives by providing subject matter expert and managerial leadership, direction, and effective execution and monitoring
- Continuously develop a transparent, trusting and psychologically safe environment where team can be genuine and problems can be raised without any fear of blame or judgment, with an emphasis on learning, collaboration and problem solving.
- Mentoring: Coach managers to produce their best work and provide career development opportunities.
- Methods: Encourages team to use informal/formal methods e.g. user research, design thinking, usage of data metrics and others to validate the final user experience.
- Set priorities, manage scope and provide actionable guidance to meet project/enhancement delivery timeline.
- Promote lean management, lean experimentation and fast prototyping. Continuously optimize for fast user experience validation.
Organizational (organizational responsibilities)
- Continuous process improvement projects in building brand awareness and improve customers experience.
- Fostering collaboration, consensus, understanding and manages group dynamics between business needs, IT systems/project constraints, compliance and supporting team viewpoints to in achieving the best UX experience possible in line with Bank's brand guidelines.
Education/Qualification
- Advanced Diploma/Degree holder in a relevant field (e.g., Design, Computer Science, Communications, or Business).
Experience
- More than 12 years of experience preferably from top tier consulting firm/agency and / or banking or any relevant industry
- Experience in Enterprise, Internet and / or Mobile apps solution implementation is an added advantage
- Significant experience in supporting or managing web/app with medium to large features and functions.
- Experienced in managing a small to mid-size Business Analyst / UX team
Special Skills
- AGILE and SCRUM certification
- Possess good communication and interpersonal skills and ability to interact professionally with a diverse group, executives, managers and subject matter experts.
- Team player with the confidence to take the lead to communicate with internal and external stakeholders.
- Strong negotiation and conflict management skills
