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Kuala Lumpur, Malaysia
Onsite
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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.
UI design and prototyping skills are an added advantage.
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.
About Hong Leong Bank
We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.
We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Realise your full potential at Hong Leong Bank by applying now.
