User Experience Design Manager

📍 Job Overview

Job Title: User Experience Design Manager

Company: Qode (on behalf of ACB)

Location: Ho Chi Minh City, Vietnam

Job Type: Full-Time

Category: User Experience (UX) Design / Digital Transformation Operations

Date Posted: August 27, 2026

Experience Level: 5-10 years

🚀 Role Summary

• Lead strategic UX design initiatives to transform customer experiences across ACB's digital platforms.

• Drive the digitalization of critical customer journeys, including credit, non-credit, wealth management, and asset management.

• Utilize customer behavior research and data analytics to inform and optimize user-centric design solutions.

• Foster a culture of innovation and excellence within the UX design team through effective leadership and mentorship.

• Collaborate closely with business, product, technology, and data teams to ensure seamless integration and successful implementation of UX strategies.

📝 Enhancement Note: While the title is "User Experience Design Manager," the core responsibilities and context strongly indicate a role deeply embedded within "Digital Transformation Operations" and "Revenue Operations" due to the focus on customer journey optimization, digitalization of financial services, and impact on business growth. The emphasis on "Office of Transformation" and strategic partnerships further solidifies this operations-centric view.

📈 Primary Responsibilities

• Spearhead the design and enhancement of customer experiences across all digital channels (web, mobile) to support strategic transformation objectives within the financial services sector.

• Drive the end-to-end digitalization of credit and non-credit journeys for individual customers, ensuring seamless, intuitive, and compliant user experiences.

• Develop and enhance Wealth Management and Asset Management solutions by designing user-centric interfaces and workflows, often in collaboration with ecosystem partners.

• Conduct comprehensive customer behavior research, translating insights into actionable design improvements for user flows, wireframes, and interactive prototypes.

• Implement data-driven design optimizations based on user feedback, analytics, and A/B testing results to continuously improve conversion rates and customer satisfaction.

• Lead cross-functional collaboration efforts with Business, Product Owners, Technology, Data Science, and other key stakeholders to ensure alignment and successful execution of UX strategies.

• Mentor, coach, and manage a team of UX designers, fostering a high-performance culture, promoting skill development, and ensuring design quality standards are met.

• Champion user-centric design principles and best practices throughout the organization, influencing product roadmaps and strategic decision-making.

• Define and track key performance indicators (KPIs) related to user experience, such as task completion rates, user satisfaction scores, and digital adoption rates.

📝 Enhancement Note: The responsibilities outlined go beyond standard UX design, emphasizing strategic impact on business outcomes (digitalization, revenue-generating journeys like credit and wealth management), cross-functional operational alignment, and team leadership within a transformation context. This suggests a senior role focused on operationalizing UX for business growth.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Human-Computer Interaction (HCI), Design, Psychology, Computer Science, or a related field.

• Continued education or certifications in UX design, digital transformation, or financial services are highly regarded. Experience:

• Minimum of 7 years of progressive experience in User Experience (UX) design, with a strong portfolio showcasing work on large-scale digital products and platforms.

• Minimum of 3 years of demonstrable experience in leading complex transformation programs, product development initiatives, or managing UX design teams.

• Proven track record of successful UX design implementation within the banking, finance, insurance, or broader financial services sectors. Required Skills:

• Expertise in customer behavior research methodologies, including user interviews, surveys, and usability testing.

• Proficient in creating detailed user flows, wireframes, and high-fidelity interactive prototypes using industry-standard tools (e.g., Figma, Sketch, Adobe XD).

• Strong ability to translate business requirements and user needs into intuitive and effective digital experiences.

• Demonstrated experience in data-driven design optimization, leveraging analytics and A/B testing to improve user engagement and conversion metrics.

• Proven experience in cross-functional collaboration, working effectively with Product Management, Engineering, Marketing, Data Science, and Business stakeholders.

• Excellent leadership and team management skills, with the ability to mentor, inspire, and guide a team of UX designers towards achieving strategic goals.

• Strategic thinking capability to understand business objectives, operational constraints, and technological implications of UX design decisions.

• Exceptional communication, presentation, and storytelling skills, with the ability to articulate complex design concepts and rationale to diverse audiences, including senior leadership. Preferred Skills:

• Experience with Agile and Lean UX methodologies.

• Familiarity with financial products and services, particularly retail banking, credit, wealth management, and asset management.

• Knowledge of design systems and their implementation for scalable digital products.

• Experience working in a fast-paced, transformation-oriented environment.

• Proficiency in data analysis and visualization tools to support UX research and reporting.

📝 Enhancement Note: The emphasis on "large-scale digital products," "complex transformation programs," and "banking/finance sector" points to a need for candidates with a strong operational understanding of how UX impacts business processes and revenue generation within regulated industries. The leadership component suggests a need for individuals who can not only design but also manage and scale design operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio demonstrating end-to-end UX design ownership for significant digital products or transformation initiatives, particularly within the financial services domain.

• Case studies should clearly articulate the problem statement, your role, the design process, user research conducted, key design decisions, and measurable outcomes (e.g., improved conversion rates, reduced customer effort, increased digital adoption).

• Evidence of experience in designing and optimizing complex customer journeys, such as credit application processes, account opening, or wealth management onboarding.

• Showcase examples of wireframes, user flows, interactive prototypes, and research reports that highlight your design thinking and problem-solving abilities.

• Demonstrate ability to integrate data and user feedback into the design process for continuous improvement and iteration. Process Documentation:

• Documented experience in defining and implementing UX design processes within a team or organization, including research methodologies, design sprints, and collaboration workflows.

• Examples of how you have standardized design practices, potentially through the creation or adoption of design systems, to ensure consistency and efficiency across digital platforms.

• Evidence of working within or contributing to agile development lifecycles, including participation in ceremonies and collaboration with development teams.

• Ability to articulate the operational impact of UX design decisions on business metrics and customer satisfaction.

📝 Enhancement Note: For a role of this seniority, a portfolio is critical. It needs to go beyond just visual design and demonstrate strategic thinking, process management, and quantifiable business impact, aligning with operational excellence in UX.

💵 Compensation & Benefits

Salary Range:

• Estimated Range: 60,000,000 - 100,000,000 VND per month (approximately $2,400 - $4,000 USD per month, subject to current exchange rates).

• Rationale: This estimate is based on research for senior-level UX Design Manager roles in Ho Chi Minh City, Vietnam, within the technology and financial services sectors. It considers the required 7+ years of experience, 3+ years of leadership, specialized industry knowledge (finance), and the strategic impact of the role in a major transformation program. Factors such as company size, benefits package, and specific negotiation will influence the final offer.

Benefits:

• Comprehensive health insurance package (medical, dental, vision) for employee and dependents.

• Competitive annual leave and public holiday entitlement.

• Professional development opportunities, including training, conferences, and certifications.

• Performance-based bonuses and potential for stock options or long-term incentives.

• Opportunities for international assignments or exposure within the broader Qode/ACB network.

• Relocation assistance or support for expatriate hires (if applicable).

• Access to advanced design tools and technology.

• Regular team-building activities and social events. Working Hours:

• Standard full-time hours are typically 40 hours per week.

• While the role is based on-site, there may be flexibility for occasional remote work or adjusted hours to accommodate project needs and cross-timezone collaboration, subject to team and management approval.

📝 Enhancement Note: Salary ranges for senior roles in Vietnam can vary significantly. This estimate is a benchmark for a manager-level position with specialized requirements. Benefits are crucial for attracting and retaining top talent in this competitive market. The "On-site" workplace type is noted, but given the "TELECOMMUTE" location_type and the nature of transformation roles, some hybrid flexibility might be expected or negotiable.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking), Technology Consulting/Services (Qode's role)

Company Size: Qode's company size is not explicitly provided, but ACB is a large financial institution. The "Office of Transformation" suggests a dedicated, potentially sizable unit within ACB focused on innovation and change.

Founded: ACB (Asia Commercial Bank) was founded in 1993. Qode's founding date is not specified.

Team Structure:

• The User Experience Design Manager will likely lead a dedicated UX design team within the Office of Transformation, focusing on customer-centric digital initiatives.

• This team will collaborate closely with Product Management, Business Units (Retail Banking, Wealth Management), Technology/Engineering teams, Data Analytics, and potentially external partners or agencies.

• Reporting is likely to a Director or Head of Digital Transformation or Head of Product/Customer Experience within the transformation office. Methodology:

• The team operates within a transformation framework, likely employing Agile methodologies for product development and design sprints for rapid iteration.

• Data-driven decision-making is paramount, with a focus on user research, A/B testing, and performance analytics to guide design and product strategy.

• Cross-functional collaboration is a core operational principle, ensuring alignment across different departments and expertise areas.

• Emphasis on customer journey mapping and optimization to identify pain points and opportunities for seamless digital experiences.

Company Website: ACB: https://www.acb.com.vn/ (Note: Qode's specific website is not provided, but it's likely a technology or digital transformation consultancy).

📝 Enhancement Note: Understanding the dual nature of Qode (as potentially a consultancy) and ACB (the end client) is key. The culture will likely blend the agility and innovation focus of a transformation unit with the established processes and regulatory considerations of a large bank.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior-level management position within the UX design discipline, operating at a strategic level within a transformation office. It's a critical role that bridges design expertise with operational execution and business impact.

Reporting Structure: The User Experience Design Manager will report to a senior leader within the Office of Transformation (e.g., Director of Digital Transformation, Head of Customer Experience). They will manage a team of UX designers, potentially also overseeing junior roles or individual contributors.

Operations Impact: The role has a direct impact on the operational efficiency and effectiveness of customer interactions with ACB's digital platforms. By simplifying and digitalizing journeys, it aims to reduce operational costs, increase customer acquisition and retention, and enhance overall customer lifetime value. Success in this role directly contributes to the bank's strategic goals for digital transformation and market competitiveness.

Growth Opportunities:

• Leadership Expansion: Potential to grow into a Head of UX/Design or Director of Customer Experience role within ACB or Qode, overseeing larger teams and broader strategic initiatives.

• Specialization: Deepen expertise in specific areas like Wealth Management UX, Digital Lending UX, or leading large-scale platform migrations.

• Cross-Functional Leadership: Transition into Product Management, Digital Strategy, or broader Transformation Program Management roles, leveraging deep understanding of customer experience and operational execution.

• Industry Influence: Contribute to industry best practices in financial services UX design through speaking engagements or publications.

📝 Enhancement Note: This role is a significant step for a UX professional, moving into a leadership position with direct influence on business operations and strategy within a major financial institution. The growth path is clearly tied to impact and strategic contribution.

🌐 Work Environment

Office Type: The job description states "On-site" for Ho Chi Minh City, Vietnam. However, the location_type is "TELECOMMUTE," which can be contradictory. It's likely a hybrid or primarily on-site role with potential for some remote flexibility. The "Office of Transformation" environment is typically dynamic, fast-paced, and collaborative.

Office Location(s): Ho Chi Minh City, Vietnam. This is a major business hub, implying access to modern office facilities and a vibrant professional community.

Workspace Context:

• A collaborative, open-plan office environment is probable, fostering interaction and knowledge sharing among teams.

• Access to state-of-the-art UX design tools, software, and necessary hardware.

• Opportunities for close interaction with cross-functional teams, including product managers, engineers, business analysts, and data scientists.

• A culture that encourages innovation, experimentation, and continuous learning. Work Schedule:

• Standard 40-hour work week, typically Monday to Friday.

• Given the project-driven nature of transformation initiatives, there might be periods requiring extended hours to meet project deadlines.

• Flexibility may be offered for work arrangements, but the primary expectation is on-site presence in Ho Chi Minh City, with potential for hybrid work.

📝 Enhancement Note: The "TELECOMMUTE" vs. "On-site" discrepancy needs clarification. For a manager role, a hybrid model or significant on-site presence is common for team leadership and collaboration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter call to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: In-depth discussion with the User Experience Design Manager's direct report (or hiring manager) focusing on UX expertise, leadership style, and strategic thinking.

• Portfolio Review & Case Study Presentation: A critical stage where candidates present their portfolio, detailing 1-2 key projects that demonstrate their impact on customer experience and business outcomes within a financial services context. This will likely involve a prepared presentation.

• Cross-Functional Stakeholder Interviews: Meetings with key collaborators from Product, Technology, and Business units to assess collaboration skills, communication, and ability to influence.

• Executive/Senior Leadership Interview: Final interview with a senior leader (e.g., Head of Transformation, CTO, CIO) to evaluate strategic alignment, vision, and overall suitability for the role.

Portfolio Review Tips:

• Curate Strategically: Select projects that best showcase your leadership, strategic impact, and experience in financial services or complex digital transformations. Prioritize case studies with quantifiable results.

• Tell a Story: For each project, clearly articulate the problem, your specific role and contributions, the process followed (research, ideation, testing, iteration), key design decisions, and the measurable impact on users and the business.

• Highlight Leadership: Emphasize your experience in mentoring designers, managing workflows, and collaborating effectively with diverse teams.

• Showcase Data-Driven Approach: Demonstrate how you used data, research, and analytics to inform your design decisions and measure success.

• Prepare for Q&A: Anticipate questions about your design rationale, how you handled challenges, trade-offs made, and lessons learned.

Challenge Preparation:

• Be prepared for a potential design exercise or a deep dive into a hypothetical scenario related to digital banking or wealth management UX challenges.

• Practice articulating your thought process clearly and concisely, especially when explaining complex design decisions or strategic approaches.

• Research ACB's current digital offerings and identify potential areas for UX improvement to demonstrate your understanding of their business and market.

📝 Enhancement Note: The portfolio review and presentation are paramount for this role. Candidates must be able to demonstrate not just design skill but also strategic thinking, operational understanding, and leadership capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• UX Design & Prototyping: Figma, Sketch, Adobe XD, InVision, Axure RP. Proficiency in at least one primary tool is expected.

• User Research & Testing Platforms: UserTesting.com, Maze, Lookback, Qualtrics, SurveyMonkey.

• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Slack.

Analytics & Reporting:

• Web & Mobile Analytics: Google Analytics, Adobe Analytics, Mixpanel, Amplitude.

• Data Visualization & BI Tools: Tableau, Power BI (for understanding data insights, even if not directly creating dashboards).

CRM & Automation:

• While not directly a CRM role, understanding how UX designs integrate with CRM systems (e.g., Salesforce, Microsoft Dynamics) and marketing automation platforms can be beneficial for a holistic view of the customer journey.

📝 Enhancement Note: Given the focus on large-scale digital products and transformation, proficiency in industry-standard UX tools is essential. The ability to leverage data and analytics tools to inform design is also a key operational requirement.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving the needs of ACB's customers through exceptional digital experiences.

• Data-Driven Excellence: Relying on data, research, and analytics to inform design decisions and measure impact, driving continuous improvement.

• Collaboration & Transparency: Fostering an environment of open communication and partnership across departments to achieve shared transformation goals.

• Innovation & Agility: Embracing new ideas, experimenting with solutions, and adapting quickly to changing market needs and technological advancements.

• Ownership & Accountability: Taking responsibility for the success of UX initiatives and their contribution to business objectives.

Collaboration Style:

• Cross-functional Integration: Proactive engagement with Product, Technology, Business, and Data teams to ensure seamless integration of UX into the entire product development lifecycle.

• Iterative Feedback Loops: Establishing regular feedback mechanisms with stakeholders and users to refine designs and ensure alignment with business and user needs.

• Knowledge Sharing: Encouraging the sharing of UX best practices, research findings, and design patterns across teams to build collective expertise.

📝 Enhancement Note: The values will likely reflect both the innovative drive of a transformation team and the customer focus inherent in a financial institution.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Innovation with Regulation: Navigating the complex regulatory environment of the financial services industry while pushing the boundaries of customer experience innovation.

• Legacy Systems & Processes: Overcoming limitations imposed by existing banking infrastructure and established operational processes to implement modern UX solutions.

• Cross-Departmental Alignment: Ensuring buy-in and consistent execution of UX strategies across various departments with potentially differing priorities.

• Measuring ROI of UX: Quantifying the direct business impact and return on investment of UX design initiatives, especially in a transformation context.

• Leading Change: Guiding a team and influencing stakeholders through a significant digital transformation journey, managing resistance and fostering adoption.

Learning & Development Opportunities:

• Deep Domain Expertise: Gaining in-depth knowledge of retail banking, credit, wealth management, and asset management operations and customer needs.

• Strategic Leadership: Developing advanced skills in strategic planning, stakeholder management, and leading large-scale transformation programs.

• Industry Trends: Staying abreast of emerging trends in FinTech, digital banking, and customer experience design.

• Mentorship Programs: Access to senior leaders within ACB or Qode for guidance and career development.

• Professional Certifications: Support for obtaining certifications in UX, Agile, or project management.

📝 Enhancement Note: These challenges are typical for roles in digital transformation within established industries and offer significant growth potential for those who can navigate them successfully.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex customer journey you redesigned in the financial services sector. What was the business problem, your approach, and the measurable outcome?" (Focus on demonstrating strategic thinking, process, and impact.)

• "How do you balance user needs with business objectives and technical constraints in a regulated environment like banking?" (Prepare to discuss trade-offs and prioritization.)

• "How would you structure a UX design team within a transformation office to maximize efficiency and impact?" (Showcase your leadership and team-building philosophy.)

• "What are the key differences in designing for retail banking versus wealth management, and how would you approach those?" (Demonstrate domain-specific understanding.) Company & Culture Questions:

• "What do you know about ACB's current digital offerings and its transformation journey?" (Research ACB's website, news, and digital products.)

• "How do you foster a culture of user-centricity and data-driven design within a team and across an organization?" (Align your approach with the company's stated values.)

• "Describe a time you had to influence senior stakeholders to adopt a new design direction. What was your strategy?" (Highlight your communication and persuasion skills.) Portfolio Presentation Strategy:

• Select 1-2 Key Projects: Focus on depth over breadth. Choose projects that best represent your leadership, strategic thinking, and impact in financial services or digital transformation.

• Structure Clearly: For each project, follow a narrative: Problem -> Your Role & Process -> Solution -> Impact (Quantifiable Metrics).

• Emphasize Leadership: Clearly articulate your responsibilities as a manager and leader within the project.

• Be Ready for Deep Dives: Anticipate detailed questions about your design decisions, research methods, and how you handled challenges.

• Connect to ACB: Whenever possible, draw parallels between your past work and the challenges/opportunities at ACB.

📝 Enhancement Note: Preparation should focus on demonstrating strategic leadership, operational understanding of financial services, and the ability to translate UX expertise into tangible business results.

📌 Application Steps

To apply for this User Experience Design Manager position:

• Submit your application through the provided Workable link.

• Tailor Your Resume: Highlight experience in UX leadership, digital transformation, and the financial services sector. Use keywords from the job description, such as "customer journey," "data-driven design," "stakeholder management," and "team leadership."

• Prepare Your Portfolio: Ensure your portfolio is polished, easily navigable, and showcases projects with clear impact and your leadership contributions. Have a concise presentation ready for potential portfolio review sessions.

• Research ACB: Thoroughly understand ACB's business, its digital strategy, and its market position. Identify potential areas where UX can drive significant improvement.

• Practice Interview Responses: Prepare for strategy, leadership, and behavioral questions, focusing on using the STAR method (Situation, Task, Action, Result) to articulate your experiences and impact.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details, particularly regarding company culture, specific tools, and exact compensation, should be verified directly with Qode or ACB during the application and interview process. The discrepancy between "TELECOMMUTE" and "On-site" should be clarified early on.