Head of Experience Design & Service Innovation

The Bank of New York Mellon; Singapore; Hybrid; SGD 90,000 - 150,000; Full time

Job summary

The Bank of New York Mellon (BNY Mellon) in APAC invites a UX/Service Designer to shape end-to-end experiences for clients and internal stakeholders. The role blends service design, user research, facilitation, UX execution and rapid prototyping across the Asia-Pacific region.

You will work with product managers, engineers, AI and data specialists, and control functions to translate complex problems into journeys, blueprints and testable experiences.

Qualifications

• Strong service-design thinking with ability to execute UX work and create prototypes.
• Experience delivering end-to-end service design in multi-stakeholder environments.
• Expertise in journey mapping, service blueprinting, and design storytelling.

Responsibilities

• Lead end-to-end service design across complex client and business journeys.
• Map current and future state journeys across people, processes, data, and technology.
• Facilitate client workshops and co-creation activities with cross-functional teams.
• Create executive-ready design artefacts and testable concepts.
• Develop AI-enabled design approaches that remain useful and understandable.

Skills

Service design

UX design

Journey mapping

Workshop facilitation

Prototyping

Research methods

AI-enabled design

Stakeholder management

Systems thinking

Visual storytelling

Tools

Figma

FigJam

Devin (Windsurf)

Claude Cowork

Job description

The Bank of New York Mellon (BNY Mellon) in APAC invites a UX/Service Designer to shape end-to-end experiences for clients and internal stakeholders. The role blends service design, user research, facilitation, UX execution and rapid prototyping across the Asia-Pacific region.

You will work with product managers, engineers, AI and data specialists, and control functions to translate complex problems into journeys, blueprints and testable experiences.