Manager, User Experience (UX)

📍 Job Overview

Job Title: Manager, User Experience (UX)

Company: HLB

Location: HLT-Hong Leong Tower, Kuala Lumpur, Malaysia

Job Type: Full time

Category: User Experience / Product Design Operations

Date Posted: 2026-08-17

Experience Level: Mid-Senior Level (7+ years)

Remote Status: On-site

🚀 Role Summary

• Own and drive end-to-end user journey design across digital banking platforms, ensuring seamless customer experiences.

• Integrate UX copywriting and brand guidelines across all digital touchpoints for consistent communication.

• Conduct comprehensive user research, including qualitative and quantitative methods, to inform design decisions and measure impact.

• Facilitate design workshops and co-creation sessions with cross-functional teams to align on data-backed solutions.

• Collaborate closely with product, technology, business units, and UI designers to deliver intuitive and effective digital experiences.

📝 Enhancement Note: This role is framed as a 'Manager, User Experience' but the description emphasizes an individual contributor focus with significant ownership of the end-to-end user journey. While "Manager" title is present, the core responsibilities and required experience suggest a senior individual contributor or a lead role within a UX team, rather than direct people management. The emphasis on "owning" journeys and driving design strategy aligns with a senior UX professional deeply involved in execution and strategic input.

📈 Primary Responsibilities

• Spearhead the design of comprehensive user journeys, information architecture, and user flows for all digital banking channels, ensuring a cohesive and intuitive customer experience.

• Lead the concept design and overall experience strategy for new digital initiatives and enhancements to existing channel features, aligning with business objectives.

• Provide clear structural UX wireframing and directional guidance to dedicated UI Designers, ensuring alignment with the overall user journey strategy.

• Develop and integrate clear, concise UX copywriting for screens, user flows, notifications, and other interactive elements, ensuring adherence to brand voice and guidelines.

• Leverage product analytics, customer feedback, and data-driven insights to continuously refine and optimize user journeys and digital product performance.

• Plan, execute, and analyze qualitative and quantitative user research, including usability testing, user interviews, A/B testing, and persona development, to validate design concepts and measure experience impact.

• Facilitate and lead design workshops, co-creation sessions, and design sprints with diverse cross-functional teams to foster collaboration and achieve data-backed design solutions.

• Conduct competitor analysis and benchmark against industry-leading practices to identify opportunities for innovation, growth, and optimization within HLB's digital offerings.

• Perform Usability Acceptance Testing (UAT), review translated content, and conduct usability audits to ensure high-quality user experiences prior to product release.

• Support the maintenance and evolution of internal UX processes, design system standards, and governance frameworks to guarantee consistency and quality across all digital touchpoints.

• Actively collaborate with product managers, technology leads, business stakeholders, and compliance officers throughout the entire product development lifecycle.

• Clearly and effectively present user scenarios, detailed journey maps, critical data insights, and research findings to key stakeholders, influencing strategic decisions.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking and hands-on execution. The emphasis on "owning end-to-end user journey design" and "leading concept design and experience strategy" indicates a senior level of responsibility. The inclusion of UAT and governance suggests a role that is deeply integrated into the product development lifecycle, ensuring quality and consistency from conception to launch.

🎓 Skills & Qualifications

Education: Bachelor's Degree or Advanced Diploma in Interaction Design, Human-Computer Interaction (HCI), Service Design, Mass Communication, or a closely related field.

Experience:

• A minimum of 7 years of dedicated, hands-on experience in User Experience (UX) Design, Interaction Design, or Service Design.

• Experience gained specifically within digital banking, fintech, or reputable agency environments is essential.

• A demonstrable track record of successfully owning and managing complex user journeys from inception to completion.

• Proven ability to leverage product analytics and customer data to drive informed design decisions.

• Extensive experience in facilitating design workshops, conducting user research, and performing Usability Acceptance Testing (UAT) and usability reviews. Required Skills:

• User Journey Mapping: Expertise in creating detailed and actionable user journey maps that identify pain points and opportunities.

• Information Architecture: Strong understanding of structuring content and navigation for intuitive user experiences.

• Wireframing: Proficiency in creating low-fidelity and high-fidelity wireframes to communicate design concepts and functionality.

• UX Research: Solid experience in planning and executing various qualitative and quantitative research methodologies (e.g., user interviews, usability testing, surveys).

• Usability Testing: Ability to design, conduct, and analyze usability tests to identify and resolve user interaction issues.

• Workshop Facilitation: Skilled in leading design thinking workshops, co-creation sessions, and design sprints with diverse teams.

• Design Tools: Proficiency in industry-standard UX design and wireframing tools such as Figma, Adobe XD, Sketch, or similar platforms.

• Design Thinking: Deep understanding and practical application of Design Thinking principles to solve complex user problems.

• UX Copywriting: Foundational knowledge of UX copywriting principles, crafting clear and effective on-screen text and microcopy.

• Data Analytics Interpretation: Ability to translate product analytics, customer feedback, and data insights into actionable design requirements.

• Stakeholder Management: Proven ability to effectively communicate and collaborate with various internal stakeholders, including product, technology, and business units.

Preferred Skills:

• UI Design & Prototyping: Additional skills in User Interface (UI) design and interactive prototyping to enhance design presentations and user testing.

• Multilingual Written Skills: Proficiency in written English, Bahasa Malaysia, or Chinese to support localized messaging reviews and content adaptation.

📝 Enhancement Note: The experience requirement of 7+ years, coupled with the emphasis on owning complex journeys and leveraging data, positions this role as a senior individual contributor. The "Manager" title might imply future leadership potential or a senior-level specialist role within the UX domain, rather than direct people management at this stage. The preference for multilingual skills in Bahasa Malaysia or Chinese is a strategic advantage for a financial institution operating in Malaysia.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• User Journey Case Studies: Showcase detailed examples of end-to-end user journey maps developed for complex digital products, highlighting the problem, your process, and the outcome.

• Wireframing & IA Examples: Provide clear examples of wireframes and information architecture diagrams that demonstrate your ability to structure digital products logically and intuitively.

• Research & Insights Documentation: Include samples of user research plans, methodologies used (e.g., usability testing reports, interview summaries), and how insights were translated into design improvements.

• Workshop Facilitation Evidence: Demonstrate your experience in leading design workshops or co-creation sessions, potentially through a summary of a facilitated event and its key outcomes.

• Data-Driven Design Examples: Present a case study where you used product analytics, customer feedback, or A/B testing results to significantly influence and improve a user experience.

Process Documentation:

• Workflow Design & Optimization: Showcase your ability to map out existing user workflows, identify inefficiencies, and propose optimized alternatives based on user needs and business goals.

• System Implementation Standards: If applicable, provide examples of how you've worked within or contributed to design system standards, ensuring consistency and scalability in design.

• Measurement & Performance Analysis: Demonstrate how you have defined and tracked key UX metrics to measure the success and impact of your design solutions, linking them to business objectives.

📝 Enhancement Note: Given the seniority and focus on end-to-end journey ownership, a strong portfolio demonstrating a systematic approach to UX design, research, and stakeholder collaboration is critical. The emphasis on data-driven insights and workshop facilitation suggests that candidates should be prepared to articulate their process for gathering and synthesizing information, and how they translate it into tangible design solutions.

💵 Compensation & Benefits

Salary Range: RM 100,000 - RM 160,000 per annum (Estimated)

Explanation of Estimate: Based on the role's seniority (7+ years of experience), the "Manager" title, the specific responsibilities in UX design and strategy within the digital banking sector in Malaysia, and the location in Kuala Lumpur. This range reflects typical compensation for experienced UX professionals in similar roles in the Malaysian financial industry. Salary will be commensurate with experience and qualifications.

Benefits:

• Comprehensive health insurance coverage (medical, dental, vision) for employees and eligible dependents.

• Generous annual leave and public holidays, in line with Malaysian labor laws and company policy.

• Retirement savings plan (e.g., EPF contributions) and potentially other long-term incentive plans.

• Opportunities for professional development, including training programs, workshops, and conference attendance.

• Access to employee wellness programs and initiatives aimed at promoting work-life balance and well-being.

• Potential for performance-based bonuses and salary increments based on individual and company performance.

• Employee banking privileges and preferential rates on financial products.

Working Hours: 40 hours per week, typically Monday to Friday. Standard working hours will apply, with flexibility expected to meet project deadlines and facilitate cross-functional collaboration.

📝 Enhancement Note: The estimated salary range is based on general market data for experienced UX professionals in Malaysia, particularly within the financial services sector. Exact compensation will depend on the candidate's specific experience, skills, and interview performance. The benefits listed are standard for corporate roles in Malaysia and are tailored to what a financial institution like HLB might offer.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Digital Banking)

Company Size: Large Enterprise (Over 10,000 employees globally, with a significant presence in Malaysia).

Founded: Hong Leong Bank has a rich heritage dating back to 1907, with its current iteration established through various mergers and acquisitions, reflecting a long-standing entrepreneurial spirit.

Team Structure:

• The UX team likely operates within a broader digital transformation or product development division.

• This role reports to a Head of UX, Digital Product, or a similar senior leadership position, and collaborates closely with Product Managers, Tech Leads, Business Unit representatives, and dedicated UI Designers.

• The structure is designed to foster cross-functional collaboration, ensuring that user experience is integrated into the product development lifecycle from ideation to launch and iteration. Methodology:

• Data-Driven Design: A strong emphasis on using product analytics, customer feedback, and research findings to inform all design decisions.

• Agile & Iterative Development: Likely employs agile methodologies where UX is an integral part of sprints, focusing on continuous improvement and rapid iteration.

• Human-Centered Design: The core ethos is to place the customer at the center of all design efforts, ensuring products are intuitive, efficient, and meet user needs.

• Collaboration & Alignment: Frequent cross-functional meetings, workshops, and design sprints are used to ensure all stakeholders are aligned on user experience goals and strategies.

Company Website: https://www.hlb.com.my/

📝 Enhancement Note: HLB's "Digital-at-the-Core" ethos indicates a strong commitment to innovation and customer-centricity within the digital space. This suggests a dynamic and evolving work environment where UX professionals play a pivotal role in shaping the future of banking services. The company's extensive heritage combined with its forward-looking digital strategy offers a unique blend of stability and innovation for employees.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a senior individual contributor or lead level within the User Experience domain. It requires significant autonomy in driving UX strategy and execution for complex digital products, particularly within the challenging and regulated environment of digital banking.

Reporting Structure: The Manager, User Experience will likely report to a Head of UX, Director of Digital Product, or a similar senior executive responsible for digital strategy and customer experience. This reporting line provides exposure to senior leadership and strategic decision-making.

Operations Impact: The UX Manager's work directly impacts customer acquisition, engagement, satisfaction, and retention for HLB's digital banking platforms. By creating seamless and intuitive user journeys, this role contributes significantly to the bank's ability to achieve its digital transformation goals, enhance its competitive position, and drive revenue growth through improved digital service adoption and usage.

Growth Opportunities:

• Specialization & Leadership: Opportunity to deepen expertise in specific areas of UX, such as Service Design, UX Research, or Information Architecture, potentially leading to a Principal UX Designer role or a specialized UX leadership path.

• Cross-Functional Advancement: Potential to move into broader Product Management roles, leveraging a deep understanding of user needs and product strategy to drive product vision and roadmap.

• Mentorship & Team Development: As a senior member, there will be opportunities to mentor junior UX designers, contributing to the growth of the UX team and potentially leading small project teams.

• Industry Influence: Contributing to HLB's reputation as a digital innovator can lead to opportunities for speaking at industry events or contributing to thought leadership in the fintech/digital banking space.

📝 Enhancement Note: The "Manager" title, combined with the individual contributor responsibilities, suggests a role that is either a stepping stone to formal management or a senior specialist track. Growth opportunities would likely focus on increasing strategic influence, deepening domain expertise, or potentially transitioning into product management, given the close collaboration required.

🌐 Work Environment

Office Type: The role is based at the Hong Leong Tower, indicating a corporate office environment. This setting is typical for financial institutions, offering professional infrastructure and resources.

Office Location(s): HLT-Hong Leong Tower, Kuala Lumpur, Malaysia. This central location in Kuala Lumpur provides good accessibility for employees commuting within the city.

Workspace Context:

• Collaborative Spaces: Expect a modern office setup with dedicated areas for collaboration, including meeting rooms, brainstorming spaces, and potentially open-plan zones to facilitate interaction with product, technology, and business teams.

• Technology & Tools: Access to industry-standard design software (Figma, Adobe XD), project management tools, and potentially advanced analytics platforms will be provided to support the UX design process.

• Team Interaction: Opportunities for regular face-to-face interaction with UX colleagues, product managers, developers, and other stakeholders, fostering a strong sense of teamwork and shared purpose.

Work Schedule: The standard work schedule is typically Monday to Friday, 40 hours per week. While the role is on-site, HLB's emphasis on digital transformation and employee experience might include some flexibility for remote work or adjusted hours where business needs allow, though the primary expectation is on-site presence.

📝 Enhancement Note: As an on-site role in a major corporate tower, the environment will likely be professional and structured. The emphasis on collaboration suggests that the physical workspace is designed to encourage interaction between different departments, which is crucial for a role that bridges product, technology, and business.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications and experience against the job requirements.

• Hiring Manager Interview: A discussion with the hiring manager focusing on your experience in UX strategy, user journey design, research methodologies, and stakeholder management. Be prepared to walk through key portfolio pieces.

• Technical/Skills Assessment: This might involve a practical exercise or a deeper dive into specific UX skills, such as wireframing, journey mapping, or problem-solving scenarios relevant to digital banking.

• Cross-Functional Panel Interview: An opportunity to meet with key stakeholders from Product, Technology, and Business units. This assesses your collaboration style, communication skills, and ability to integrate UX into broader business objectives.

• Final Interview (Potentially): A final conversation with a senior leader to discuss cultural fit and long-term career aspirations within HLB.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best demonstrate your end-to-end UX capabilities, particularly those involving complex user journeys in regulated environments like banking.

• Tell a Story: For each project, clearly articulate the problem statement, your specific role and contributions, the process you followed (research, ideation, design, testing), the challenges you faced, and the measurable outcomes or impact.

• Highlight Data & Insights: Emphasize how you used data (analytics, research findings, user feedback) to inform your design decisions and measure success. Quantify results wherever possible (e.g., "improved conversion rates by X%", "reduced task completion time by Y%").

• Showcase Process: Include examples of journey maps, wireframes, IA diagrams, and research summaries. Clearly explain your thought process behind these artifacts.

• Address Copywriting: If possible, show examples of UX copy you've written and explain how it aligns with user needs and brand voice.

• Be Prepared for Deep Dives: Anticipate questions about your design choices, trade-offs made, and how you handled stakeholder feedback or conflicting requirements.

Challenge Preparation:

• Understand HLB's Context: Research HLB's digital offerings, target audience, and recent initiatives. Consider common user pain points in digital banking.

• Practice Problem-Solving: Be ready to tackle a hypothetical UX challenge related to digital banking, focusing on your approach to understanding the problem, ideating solutions, and validating them.

• Articulate Your Process: Clearly explain your thought process, the tools and methods you would use, and how you would involve stakeholders and data.

• Focus on Impact: Frame your solutions in terms of user benefit and business value.

📝 Enhancement Note: The interview process is likely structured to assess not only UX skills but also the candidate's ability to collaborate within a large corporate structure and understand the specific context of digital banking. A strong, well-articulated portfolio that showcases end-to-end ownership and data-driven decision-making will be crucial for success.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Expected to be a primary tool for wireframing, prototyping, and collaborative design.

• Adobe XD: Another likely tool for wireframing, prototyping, and user flow design.

• Other Wireframing/Prototyping Tools: Familiarity with tools like Sketch, InVision, Axure RP may also be beneficial.

• Collaboration Tools: Proficiency in platforms like Jira, Confluence, Slack, Microsoft Teams for project management and team communication.

Analytics & Reporting:

• Product Analytics Platforms: Experience with tools such as Google Analytics, Adobe Analytics, Mixpanel, or similar platforms to interpret user behavior data.

• Data Visualization Tools: Familiarity with tools like Tableau or Power BI for presenting data insights effectively.

CRM & Automation:

• Customer Feedback Platforms: Experience with tools for gathering and analyzing customer feedback (e.g., surveys, NPS tools).

• User Research Platforms: Familiarity with tools like UserTesting.com, Lookback, or similar for remote user research and usability testing.

📝 Enhancement Note: The core requirement is proficiency in industry-standard UX design and prototyping tools like Figma and Adobe XD. Beyond design tools, an understanding of how to leverage product analytics and customer feedback platforms is essential for a data-driven approach to UX. The ability to use collaboration tools effectively is also key in a cross-functional environment.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and prioritizing customer needs in all design decisions, aiming to create effortless and intuitive banking experiences.

• Innovation & Digitalization: Embracing a "Digital-at-the-Core" mindset, continuously seeking new ways to leverage technology to improve customer service and operational efficiency.

• Collaboration & Teamwork: Fostering a supportive environment where cross-functional teams work together seamlessly, sharing knowledge and expertise to achieve common goals.

• Data-Driven Decision Making: Relying on data, research, and insights to guide strategy and design, ensuring that solutions are effective and impactful.

• Integrity & Excellence: Upholding high standards of professionalism, ethical conduct, and quality in all aspects of work, especially critical in the financial services industry.

Collaboration Style:

• Cross-Functional Integration: The UX team is expected to be deeply embedded within product development squads, working hand-in-hand with product managers, engineers, and business stakeholders.

• Open Communication: Encouraging open dialogue, constructive feedback, and transparent communication to ensure alignment and address challenges proactively.

• Shared Ownership: Promoting a sense of shared responsibility for product success, where UX is not seen as a siloed function but as an integral part of the overall product lifecycle.

📝 Enhancement Note: HLB's emphasis on "Digital-at-the-Core," customer-centricity, and a century of heritage suggests a culture that values both innovation and stability. The collaboration style is likely to be structured yet dynamic, reflecting the need for efficiency in a regulated industry while pushing for digital advancements.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Regulatory Constraints: The financial services industry is heavily regulated, requiring UX designs to balance user needs with compliance requirements and security protocols.

• Legacy Systems Integration: Integrating modern UX designs with existing, potentially older, banking systems can present technical and design challenges.

• Balancing Diverse Stakeholder Needs: Managing expectations and aligning the priorities of various stakeholders (e.g., business, technology, compliance, marketing) can be complex.

• Driving Cultural Change: Fostering a truly customer-centric and data-driven UX culture across a large, established financial institution requires ongoing effort and influence.

Learning & Development Opportunities:

• Advanced UX Specializations: Opportunities to attend specialized workshops or training in areas like Service Design, UX Strategy, Behavioral Economics, or UX Research methodologies.

• Industry Conferences & Certifications: Support for attending leading UX and digital banking conferences, and pursuing relevant professional certifications.

• Mentorship Programs: Access to mentorship from senior UX leaders or product strategists within HLB, fostering career growth and leadership skills.

• Exposure to Digital Transformation: Gaining hands-on experience with large-scale digital transformation initiatives within a major financial institution.

📝 Enhancement Note: The challenges presented are typical for UX roles within the financial sector. The growth opportunities are geared towards enhancing specialized UX skills, leadership potential, and gaining strategic insights within a large corporate and digital transformation context.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex user journey you've owned from conception to launch. What were the key challenges, and how did you ensure a seamless experience?" (Focus on your end-to-end process, data usage, and stakeholder management.)

• "How do you balance user needs with business requirements and regulatory constraints in the digital banking space?" (Highlight your approach to trade-offs, research, and communication.)

• "Walk us through a time you used data and user research to significantly influence a product decision or improve a user experience." (Prepare a specific case study showcasing your analytical and problem-solving skills.) Company & Culture Questions:

• "Based on your research, what do you see as HLB's biggest opportunities or challenges in digital banking from a UX perspective?" (Demonstrate your understanding of the company and industry.)

• "How do you approach collaborating with product managers, engineers, and business stakeholders who may have different priorities?" (Showcase your communication and negotiation skills.)

• "What does 'Digital-at-the-Core' mean to you in the context of user experience design?" (Connect your UX philosophy to the company's strategic vision.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly define the problem, your role, your process (research, ideation, design, testing), the solutions you implemented, and the measurable results/impact.

• Highlight Data & Insights: Emphasize how you used analytics, user feedback, and research to drive your design decisions. Quantify outcomes whenever possible.

• Showcase Collaboration: Describe how you worked with cross-functional teams and managed stakeholder feedback.

• Be Ready for Questions: Anticipate detailed questions about your design choices, rationale, and any trade-offs you made.

• Focus on Impact: Clearly articulate the business value and user benefit of your work.

📝 Enhancement Note: Preparation should focus on demonstrating strategic thinking, a deep understanding of the UX process, and the ability to apply these skills within the specific context of digital banking. Being able to articulate past successes with data and clearly explain collaborative approaches will be key.

📌 Application Steps

To apply for this User Experience position:

• Submit your application through the provided link on the HLB careers portal.

• Tailor Your Resume: Highlight your 7+ years of experience in UX, interaction, or service design, specifically mentioning digital banking or fintech environments. Emphasize your ownership of end-to-end user journeys, workshop facilitation, and data-driven design experience.

• Curate Your Portfolio: Select 3-5 strong case studies that showcase your journey mapping, wireframing, UX research, and problem-solving skills. Ensure each case study clearly outlines the problem, your process, your contributions, and measurable outcomes.

• Prepare for Portfolio Presentation: Practice walking through your selected portfolio projects, focusing on storytelling, data-driven decisions, and collaborative efforts. Be ready to discuss your rationale behind design choices.

• Research HLB: Familiarize yourself with Hong Leong Bank's digital offerings, recent news, and their "Digital-at-the-Core" strategy to tailor your responses and demonstrate genuine interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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