Head, Personal Financial Services (UX)

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 130,000 - 160,000; Full time

Job summary

A leading financial institution in Malaysia is seeking a Head of UX for Personal Financial Services. This role focuses on managing and enhancing User Experience and UI Copywriting for digital platforms. The ideal candidate will have 12+ years of experience, strong leadership skills, and the ability to innovate within digital banking. This position offers a dynamic work environment where you can realize your full potential.

Qualifications

• 12+ years of experience in consulting, banking, or relevant industries.
• Experience managing web/app solutions with medium to large features.
• AGILE and SCRUM certification is preferred.

Responsibilities

• Develop UX strategy for digital banking and innovate products.
• Manage and mentor Business Analyst/UX teams.
• Drive continuous process improvement projects.

Skills

User Experience Design

UI Copywriting

Leadership

Agile methodologies

Communication skills

Education

Advanced Diploma/Degree in Design, Computer Science, Communications, or Business

Job description

Role Overview

The Head of UX for Personal Financial Services will focus on managing and enhancing the overall User Experience and UI Copywriting for our digital platforms and marketing journeys tied to products and/or services. It includes the development of a comprehensive digital UX strategy and standards, while also contributing to achieving key metrics aligned with the bank's overall digital ambitions. The successful candidate will report directly to the General Manager for Digital, Personal Finance Services.

Responsibilities

Functional:

• Develop overall UX strategy for Hong Leong Digital Journeys and innovate new/existing products and functions on the digital banking platform.
• Serve as product evangelist, conversant with all aspects of products, services, and features to advocate for consumers.
• Collaborate on product and service development during conceptualization, analysis, UAT, and pre-Go Live review.
• Research UX trends and propose innovative experiences for new or existing digital banking products.

Managerial:

• Contribute to divisional goals by providing subject matter expertise, managerial leadership, and effective execution and monitoring.
• Develop a transparent, trusting environment that encourages genuine collaboration, problem‑solving, and learning without fear of blame or judgment.
• Coach and mentor managers to produce their best work and provide career development opportunities.

Organisational:

• Drive continuous process improvement projects to build brand awareness and enhance customer experience.
• Foster collaboration and manage group dynamics between business needs, IT constraints, compliance, and team viewpoints to achieve optimal UX aligned with the Bank's brand guidelines.

Skills & Experience We Are Looking For

• Advanced Diploma/Degree holder in a relevant field (e.g., Design, Computer Science, Communications, or Business).
• 12+ years of experience from top‑tier consulting firms/agencies, banking, or relevant industries, with significant experience supporting or managing web/app solutions with medium to large features and functions.
• Experience in Enterprise, Internet, and/or Mobile app solution implementation preferred. AGILE and SCRUM certification is a plus.
• Proven experience managing small to mid‑size Business Analyst/UX teams.
• Excellent communication, interpersonal, negotiation, and conflict management skills with ability to interact professionally with diverse groups including executives, managers, and subject matter experts.
• Team player with confidence to lead and communicate effectively with internal and external stakeholders.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• Which of the following types of qualifications do you have?

Company Overview

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.