Customer Experience Service & Product Designer

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

Job summary

OCBC invites a seasoned Consumer Insights Analyst to join our transformation journey in leveraging customer understanding to shape business decisions.

You will collaborate with product, business, and technology stakeholders to uncover insights, design studies, analyze data, and translate findings into actionable recommendations that enhance customer experiences.

Qualifications

• At least 8 years of experience in product design, UX/UI, or related field.
• Hands-on practitioner with experience designing sophisticated digital products and interfaces.
• Experience supporting research, usability testing or customer validation activities.
• Proficient with Figma, FigJam, and documenting interaction details for delivery.
• Curious about AI initiatives and using AI-enabled tools to improve design speed and quality.

Responsibilities

• Translate customer and business needs into intuitive, elegant digital solutions.
• Unpack requirements into design approaches, wireframes, prototypes and high-fidelity interfaces.
• Support customer validation activities such as interviews, usability testing and synthesis.
• Create user flows, wireframes, mock-ups and prototypes; contribute design assets.
• Lead workshops and co-creation sessions with stakeholders; connect to broader journeys.
• Explore AI-enabled tools to improve exploration, insight synthesis, and delivery.
• Apply design system standards and document interaction details for consistency.
• Exchange feedback and strengthen product design capability within the team.

Skills

Product design

UX/UI design

Digital product interfaces

Stakeholder collaboration

Communication

Ambiguity handling

Autonomous work

Tools

Figma

FigJam

Design systems

Job description

WHO WE ARE

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

This is the broad job description of the job profile. Definitive job description should be reviewed and discussed between you and your manager.

Consumer Insights Analyst

Why Join

At OCBC, we believe that understanding our customers is key to delivering exceptional banking experiences. As a Consumer Insights Analyst, you'll play a vital role in helping us make informed decisions that meet the evolving needs of our customers. You'll have the opportunity to work with various stakeholders to uncover valuable insights that drive business growth and customer satisfaction.

How You Succeed

To succeed in this role, you'll need to be curious and analytical, with a passion for understanding customer behavior. You'll work closely with cross-functional teams to design and implement research studies, analyze data, and provide actionable recommendations that inform business strategies. Your ability to communicate complex insights in a clear and concise manner will be essential in driving business outcomes.

What You Do

• You will build strong relationships and collaborate with product, business and technology stakeholders to translate customer and business needs into intuitive, elegant and practical digital solutions.
• You will unpack complex requirements, user flows and constraints, and turn them into clear design approaches, wireframes, prototypes and high-fidelity interfaces that can be delivered incrementally.
• You will support customer validation activities such as customer interviews, usability testing and synthesis sessions, ensuring design decisions are grounded in customer needs and feedback.
• You will create user flows, wireframes, mock-ups and prototypes, and contribute design assets and interaction details that help teams align and deliver with confidence.
• You will help design and facilitate workshops, co-creation sessions and design discussions with stakeholders, and partner with service designers to connect product-level solutions to broader customer journeys.
• You will explore and apply AI-enabled tools and practices to improve the speed and quality of design exploration, insight synthesis, prototyping and overall delivery effectiveness.
• You will apply and contribute to design system standards, document interaction behaviors where needed, and ensure quality and consistency across the digital experiences you design.
• You will exchange feedback openly with teammates, collaborate across disciplines, and continuously strengthen product design capability within the team.

Who We Are

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation.

But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future.

We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here.

What We Offer

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Equal opportunity. Fair employment. Selection based on ability and fit with our culture and values. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

• You should have at least 8 years of experience in product design, UX/UI design, digital experience design, or a related field.
• You are a hands-on practitioner with strong experience in designing sophisticated digital products and interfaces. A bonus if you have worked on complex journeys in financial services, e-commerce, platform or other digitally mature environments.
• You can tell a clear design story and communicate your thinking effectively to stakeholders at different levels, balancing customer needs, business goals and technical realities.
• You have experience supporting research, usability testing or customer validation activities, and know how to translate findings into practical improvements to the product experience.
• You are comfortable with contemporary design and collaboration tools such as Figma and FigJam, and have experience working with design systems and documenting interaction details for delivery.
• You are also curious about AI initiatives and confident in using AI-enabled tools to improve the speed, quality and effectiveness of your work.
• You understand that CX is a team sport. You are a strong collaborator who works effectively with service designers, researchers, product managers, engineers and business stakeholders to deliver better customer outcomes.
• You have a growth mindset, enjoy sharing knowledge with others, and can work autonomously while staying detail-oriented and outcomes focused.
• You exhibit grace under pressure and are comfortable working through ambiguity, competing priorities and fast-moving delivery environments.

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.