Regional CX Design Lead (Senior Manager)

MetLife

Kuala Lumpur

On-site

MYR 180,000 - 240,000

Full time

14 days+

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Job summary

MetLife in Kuala Lumpur, Malaysia, is seeking a Senior Manager, Customer Experience Design to shape regional UX standards across nine markets and drive best-in-class digital experiences through data-driven design. You will lead a team and collaborate with CX Analysts, IT, and business leads to standardize flows, test, and improve the design system, while focusing on ROI for the regional office.

This role requires 8+ years in UI/UX, strong English communication, and experience in financial

Qualifications

Bachelor’s or master’s degree in related fields or equivalent experiences.
8+ years of hands-on experiences in UI/UX design for large app and website developments.
Experience creating end-to-end customer journeys across multiple touchpoints.
Strong knowledge of UX disciplines, including research and writing.
Strategic thinker focused on maximizing ROI for the Regional Office.
Balance between logical structure and aesthetic appeal in design.
Deep understanding of the full lifecycle of digital product development.
Proficient in industry-standard tools and platforms.
Knowledge of CX trends, methodologies, and AI.

Responsibilities

Standardize user flows for implementation across markets with minimal modifications by understanding local requirements and aligning regional and market needs.
Lead optimization of assigned user flows to achieve measurement targets.
Proactively engage CX Analysts and leverage data to resolve issues efficiently.
Plan and conduct user testing to ensure UX solutions meet regional standards.
Oversee UX quality in production builds for implementation projects, collaborating with local and regional IT to ensure alignment with design specifications.
Support creation of regional design assets—components, templates, and flows—based on the design system.
Continuously provide recommendations to improve the design system and maintain best-in-class quality.
Plan design activities for assigned projects, align delivery schedules with stakeholders, and ensure timely completion of outputs.
Manage in-house and vendor designers when necessary, ensuring on-time delivery that meets quality standards.
Continuously improve workflows within CX and enhance collaboration with IT and business teams.