Contractor - (User Experience)

hlb; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hong Leong Bank is seeking a User Journey Execution & Strategy professional to lead end-to-end UX design across digital banking channels, across journey mapping, wireframing, and information architecture. You will work with UI designers, enhance UX copy, and align with brand guidelines.

The role requires 4-5 years in UX/Service Design within fintech or digital banking, with strong analytical, facilitation, and research skills.

Qualifications

• Degree/Advanced Diploma in Interaction Design, HCI, Service Design, Mass Communication, or related fields.
• 4-5 years 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 decisions, facilitating workshops, running research, and conducting UAT/usability reviews.
• Strong ability to translate qualitative research, data analytics, and user feedback into clear design requirements.
• Fluent written English; multilingual skills (Bahasa Malaysia or Chinese) are an added advantage for localization.

Responsibilities

• 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 aligned with brand guidelines.
• UI design and prototyping skills are an added advantage.
• Incorporate product analytics, customer feedback, and data-driven insights into design decisions to improve journeys.
• Plan and execute qualitative/quantitative research to validate concepts and measure experience impact.
• Co-facilitate design workshops and design sprints with cross-functional teams.
• Benchmark digital experiences through competitor analysis to uncover growth opportunities.
• Conduct Usability Acceptance Testing (UAT), translation/content reviews, and usability audits.
• Maintain design system standards and governance for consistent touchpoint quality.
• Collaborate with product, technology, business, and compliance teams throughout the development lifecycle.

Skills

User journey design

Information architecture

User flows

Wireframing

UX copywriting

Brand guidelines

UI prototyping

Multilingual communication

Education

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

Tools

Figma

Adobe XD

Job description

If you are looking to excel and make a difference, take a closer look at us...

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.