UX Lead – Digital Bank

  • Competitive
  • Singapore
  • Permanent, Full time
  • United Overseas Bank
  • 20 Sep 17

UX Lead – Digital Bank

About Role
The role has an overall responsibility to improve digital experiences for customer and staff for UOB digital bank

Job Objectives
The successful candidate is expected to:
  • Build UOB UX capabilities, focusing on PFS segment (Personal Finance Segment) - supporting the following UX principles:
  • For customers
    • Consistent usability, look and feel across all digital touchpoints - for digital bank and traditional bank
    • Aligned with UOB brand personality with digital-friendly color palette
    • Support omni-channel behaviors
    • Consider end-to-end activities, across all business processes, all touch points
    • Insight-driven to drive personalization
  • For staff: functional, efficient, and consistent internal applications experience for RM and Ops - support customer-facing activities
  • For technology: capture requirements to plan for regionalization and roadmap evolution
  • Support enterprise architecture from a user-journey perspective - setting regional / group view, with country-specific localization, considering current and future technology stack/ roadmap
  • Execute using lean design thinking methods and agile project management to ensure effective, optimal output during workshop planning and facilitations.

Key Responsibilities
  • Manage partner relationships and matrix stakeholders across bank to deliver project-specific CX / UX / UI deliverables:
    • Customer omni-channel behaviors / staff activities Journey map across all touchpoints
    • Reference matrix
    • KPIs / proof points
    • Flows, interactions and screens
    • Clickable prototype
    • Personas
    • Pixel-perfect visuals
    • HTML / CSS styling instructions
    • UI test cases
    • Responsive HTML / CSS
  • Help define governance / best practice across the bank to ensure consistency in experience and delivery quality through templates / libraries:
    • Journey map template
    • Design vision and principles instructions
    • Global UX element library
    • Visual style-guide
    • Digital asset library
    • UI consistency management checklist
  • Supports effective business change by building relationships with and between PFS customer experience team, BU UX team, segments team, product teams, solution architects, business analysts, and service managers.
  • Work closely with architects and BAs to ensure feasibility and technology roadmap alignment while defining customer experience and staff activities
Must Have
  • Expert in CX / UX / UI functions
  • Very effective in information communication and design (written and verbal) with all different type of stakeholders (technology, product, marketing, C-suites - to associate managers)
  • Mindset of an effective, agile BA
  • Worked for regional / international banks
  • Very experienced with enterprise software such as CRMs, CMS and exposure to corebanking platforms for retail segments
  • Used design thinking methods in day to day workflow to ensure optimal and efficient deliverable output
  • Thoroughly understand the impact of digital transformation for complex business models, across multiple online and offline touchpoints, and factors that must be considered while building holistic, end-to-end customer and staff journeys / processes
  • Excellent communication and presentations skills to C-level, with the ability to synthetize and simplify technology solution and challenges.
  • Ability to communicate effectively with technology and operations staff - to highlight technical / functional needs and operational process requirements.
  • Bachelor's degree in design /engineering/ business/ finance or equivalent
  • Managed and working in blended team with vendor
Good to have
  • Experience with Microsoft CRM platform - XRM
  • Experience with designing for users from Thailand, Malaysia, Indonesia, Vietnam, in addition to Singapore