Contractor - (User Experience)

Hong Leong Bank; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Hong Leong Bank is seeking an experienced UX professional to lead end-to-end user journeys across digital banking channels. You will define information architecture, partner with UI designers, and ensure UX copy aligns with brand guidelines.

You will leverage analytics, run usability research and workshops, and translate insights into actionable design requirements, while upholding design system standards.

Qualifications

• Degree or advanced diploma in a related field (e.g., Interaction Design, HCI, Service Design, Mass Communication).
• 4-5 years hands-on UX Design/Interaction Design in digital banking/fintech or agency contexts.
• Proven track record delivering complex journeys, using analytics to guide design decisions, and leading/co-facilitating workshops.
• Strong skills in journey mapping, wireframing, information architecture, and collaboration with cross-functional teams.
• Proficient with Figma, Adobe XD or similar design tools.

Responsibilities

• Design end-to-end user journeys and information architecture for digital banking channels.
• Lead and co-facilitate workshops and design sprints with cross-functional teams.
• Translate research findings and data analytics into clear design requirements.
• Conduct Usability Testing (UAT) and usability audits prior to releases.
• Maintain design system governance and ensure consistent touchpoint quality.

Skills

Journey mapping

Wireframing

Information architecture

Workshop co-facilitation

Figma

Adobe XD

Education

Degree in Interaction Design / HCI / Service Design / Mass Communication

Tools

Figma

Adobe XD

Job description

User Journey Execution & Strategy

Drive end-to-end user journey design, information architecture, user flows, and wireframing across digital banking channels. Develop concept designs and experience strategies 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 execute qualitative/quantitative research (usability testing, interviews, A/B testing, personas) to validate concepts and measure experience impact. Co-facilitate 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. Maintain 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

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

4-5 years of hands-on experience in UX Design, Interaction Design, or Service Design within digital banking, fintech, or agency environments.

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

Core expertise in journey mapping, wireframing, information architecture, workshop co-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.

Hong Leong Bank (HLB) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region.

These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology.

As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations.

To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement.

HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.