Manager, User Experience (UX)

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Job Summary

Own and drive end-to-end user journey design across digital banking platforms. This individual contributor role is responsible for mapping seamless customer journeys, integrating UX copywriting across touchpoints, conducting user research, and facilitating design workshops. You will define structural UX flows and work closely with product, technology, business units, and dedicated UI designers to deliver intuitive digital experiences.

Key Responsibilities

User Journey Ownership & Strategy

• Own end-to-end user journey design, information architecture, user flows, and wireframing across digital banking channels.

• Lead concept design and experience strategy for new initiatives and channel features.

• Partner with dedicated UI Designers by providing structural UX wireframing and journey direction.

• Integrate clear UX copywriting (screen copy, flows, notifications) aligned with brand guidelines.

Data-Driven Research, Insights & Workshop Facilitation

• Incorporate product analytics, customer feedback, and data-driven insights into design decisions to continuously improve user journeys.

• Plan and run qualitative/quantitative research (usability testing, interviews, A/B testing, personas) to validate concepts and measure experience impact.

• Lead design workshops, co-creation sessions, and design sprints with cross-functional teams to align on data-backed solutions.

• Benchmark digital experiences through competitor analysis and industry leading practices to uncover growth and optimization opportunities.

Quality Control & Governance

• Conduct Usability Acceptance Testing (UAT), translation/content reviews, and usability audits before release.

• Support internal UX processes, design system standards, and governance to ensure consistent touchpoint quality.

Stakeholder Collaboration

• Work directly with product, technology, business, and compliance teams throughout the development lifecycle.

• Clearly present user scenarios, journey maps, data insights, and research findings to key stakeholders.

Job Requirements

• Education: Degree/Advanced Diploma in Interaction Design, HCI, Service Design, Mass Communication, or related fields.

• Experience:

  • 7 years of hands-on experience in UX Design, Interaction Design, or Service Design within digital banking, fintech, or agency environments.

  • Proven track record in owning complex journeys, leveraging analytics for data-driven design choices, facilitating workshops, running research, and conducting UAT/usability reviews.

• Skills:

  • Core expertise in journey mapping, wireframing, information architecture, workshop facilitation, and tools (Figma, Adobe XD, etc.).

  • Ability to translate qualitative research, data analytics, and user feedback into clear design requirements.

  • Strong foundation in UX copywriting principles, brand guidelines, and Design Thinking.

  • UI design and prototyping skills are an added advantage.

  • Multilingual written skills (English, Bahasa Malaysia, or Chinese) are an added advantage for localized messaging reviews.