User Experience Design Manager

📍 Job Overview

Job Title: User Experience Design Manager

Company: Qode

Location: Ho Chi Minh City, Vietnam

Job Type: FULL_TIME

Category: User Experience (UX) Design / Product Design Management

Date Posted: 2026-08-25

Experience Level: 7+ Years (with 3+ years in leadership)

Remote Status: Hybrid

🚀 Role Summary

• Lead the strategic transformation of customer experiences across all digital platforms for a leading Vietnamese bank.

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

• Champion a customer-centric approach to design, leveraging user research and data analytics to inform impactful improvements.

• Mentor and manage a team of UX designers, fostering innovation and a high-performance culture within the Office of Transformation.

📝 Enhancement Note: This role is positioned within an "Office of Transformation," indicating a focus on strategic, large-scale change initiatives rather than incremental product updates. The emphasis on customer experience as a competitive advantage in the financial sector suggests a need for a leader who can connect design strategy directly to business outcomes and revenue growth.

📈 Primary Responsibilities

• Spearhead the design and continuous enhancement of user experiences for ACB's digital platforms, aligning with overarching strategic transformation goals.

• Orchestrate the digitalization of individual customer credit journeys, ensuring an intuitive, seamless, and efficient user experience from application to approval.

• Develop and optimize end-to-end non-credit customer journeys (e.g., account management, service requests, inquiries) across all digital touchpoints.

• Collaborate with strategic partners to co-create and enhance Wealth Management and Asset Management digital solutions, prioritizing user-centric design principles.

• Conduct comprehensive customer behavior research, including user interviews, surveys, and persona development, to deeply understand user needs and pain points.

• Translate research findings and business requirements into detailed user flows, wireframes, interactive prototypes, and high-fidelity mockups.

• Implement and champion data-driven design optimization strategies, utilizing analytics, A/B testing, and user feedback to refine and improve existing experiences.

• Foster strong, collaborative relationships with Business stakeholders, Product Owners, Technology teams, Data Scientists, and other relevant departments to ensure design alignment and successful implementation.

• Provide mentorship, guidance, and performance management to a team of UX designers, cultivating a culture of creativity, collaboration, and continuous learning.

• Contribute to the development of design systems and best practices to ensure consistency and scalability across all digital products.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership and hands-on design oversight. The focus on specific financial products (credit, wealth management) requires a candidate with domain experience or a strong ability to quickly grasp complex financial service workflows and user needs within that context.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Psychology, Computer Science, or a related field. A strong portfolio demonstrating equivalent practical experience will also be considered. Experience:

• A minimum of 7 years of progressive experience in User Experience (UX) design, with a significant focus on designing large-scale, complex digital products and platforms.

• At least 3 years of experience in a leadership capacity, managing UX design teams or leading complex transformation programs and product development initiatives.

• Demonstrated experience working within the banking, financial services, insurance, or a closely related regulated industry. Required Skills:

• UX Design Expertise: Mastery of UX principles, methodologies, and best practices for digital products.

• Customer Journey Mapping: Proven ability to map, analyze, and optimize complex customer journeys across multiple channels.

• Research & Analysis: Proficient in conducting user research (qualitative and quantitative), behavioral analysis, and translating insights into actionable design strategies.

• Prototyping & Wireframing: Advanced skills in creating user flows, wireframes, and interactive prototypes using industry-standard tools (e.g., Figma, Sketch, Adobe XD).

• Data-Driven Optimization: Experience leveraging analytics, A/B testing, and user feedback to iteratively improve user experiences and demonstrate ROI.

• Leadership & Mentorship: Proven ability to lead, mentor, and develop a team of designers, fostering a collaborative and high-performing environment.

• Cross-functional Collaboration: Strong track record of working effectively with Business, Product Management, Engineering, Data Science, and other key stakeholders.

• Strategic Thinking: Ability to understand business objectives, operational constraints, and technological capabilities to align UX strategy with organizational goals.

• Communication & Presentation: Excellent verbal and written communication skills, with the ability to clearly articulate design rationale, present findings, and influence diverse audiences.

Preferred Skills:

• Experience with agile development methodologies and participation in agile ceremonies.

• Familiarity with design systems and their implementation.

• Knowledge of front-end development principles to facilitate better collaboration with engineering teams.

• Experience in the Vietnamese financial market or Southeast Asian digital landscape.

📝 Enhancement Note: The requirement for 7+ years in UX design and 3+ years in leadership strongly suggests a senior-level role. The emphasis on the banking/finance sector and complex transformation programs indicates that candidates with experience in large, established organizations undergoing significant digital change will be highly preferred.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: A robust portfolio showcasing at least 3-5 detailed case studies of complex digital product or transformation projects. Each case study should clearly articulate the problem, your role, the design process, key decisions, challenges, and measurable outcomes.

• Transformation Impact: Evidence of leading or significantly contributing to large-scale digital transformation initiatives, demonstrating an understanding of strategic impact and change management.

• Financial Services Experience: Projects that specifically highlight experience within the banking, finance, or insurance sectors, showcasing an understanding of industry-specific user needs and regulatory considerations.

• User-Centric Process: Demonstrations of a systematic approach to user research, journey mapping, wireframing, prototyping, and user testing.

• Data-Driven Results: Quantifiable results and metrics demonstrating how your design decisions led to improved user engagement, conversion rates, customer satisfaction, or operational efficiency.

Process Documentation:

• Workflow Design & Optimization: Examples of how you've mapped, analyzed, and redesigned complex user workflows to improve efficiency and user satisfaction.

• System Implementation: Documentation illustrating your involvement in the implementation of UX designs within development pipelines, including collaboration with engineering teams.

• Measurement & Analysis: Clear presentation of how you've measured the success of UX initiatives using data analytics and user feedback mechanisms.

📝 Enhancement Note: For a management role focused on transformation, the portfolio should emphasize strategic thinking, leadership impact, and the ability to drive measurable business results through UX. Simply showcasing design artifacts is insufficient; the narrative must connect design work to tangible business outcomes and transformation progress.

💵 Compensation & Benefits

Salary Range:

• Based on the experience level (7+ years UX, 3+ years leadership), the specific location (Ho Chi Minh City, Vietnam), and the demanding nature of a transformation program within a financial institution, a competitive salary range is estimated to be between VND 80,000,000 to VND 150,000,000 per month. This range is subject to significant variation based on the candidate's specific experience, negotiation skills, and the final assessment of their fit for the role and ACB's internal compensation structure.

• Research Methodology: This estimate is derived from analyzing salary benchmarks for senior UX Design Managers in major Southeast Asian cities, considering the cost of living in Ho Chi Minh City, and factoring in the specialized industry requirements (financial services) and the strategic importance of the role within a transformation office. Data from regional job boards, salary aggregators, and industry reports were consulted.

Benefits:

• Comprehensive Health Insurance: Coverage for medical, dental, and vision, potentially including family coverage.

• Performance Bonuses: Annual or bi-annual bonuses tied to individual and company performance, especially relevant for a transformation initiative.

• Professional Development Fund: Budget allocated for training, certifications, conferences, and workshops to enhance UX and leadership skills.

• Paid Time Off: Generous annual leave, sick leave, and public holidays in line with Vietnamese labor law and company policy.

• Hybrid Work Flexibility: Structured hybrid model allowing for a balance between in-office collaboration and remote work.

• Employee Assistance Program (EAP): Support services for personal and professional well-being.

• Potential for Stock Options or Long-Term Incentives: Depending on the company's compensation structure for key management roles.

Working Hours:

• Standard full-time working hours are typically 40 hours per week, with flexibility often provided. Given the hybrid nature and management responsibilities, core working hours will likely be established, with expectations for availability during critical project phases and team collaborations.

📝 Enhancement Note: The salary range is a crucial aspect for operations and management roles. Providing a detailed methodology for the estimation and acknowledging regional variations is important for candidate attraction and expectation setting. Benefits should be framed to appeal to experienced professionals seeking growth and stability.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking & Financial Services (specifically retail, credit, wealth, and asset management).

Company Size: ACB (Asia Commercial Bank) is a major financial institution in Vietnam, indicating a large enterprise environment with established processes and a significant customer base. This implies a need for scalable design solutions and the ability to navigate complex organizational structures.

Founded: ACB was founded in 1993, signifying decades of experience and a strong market presence in Vietnam. This history suggests a company that is evolving and adapting to modern digital demands.

Team Structure:

• The role sits within the "Office of Transformation," suggesting a dedicated, cross-functional team focused on strategic change initiatives.

• The UX Design Manager will lead a team of UX designers, likely comprising individuals with varying levels of experience.

• Close collaboration with Business Units, Product Owners, Technology (Development, QA), Data teams, and potentially Marketing and Operations is expected.

• Reporting likely to a senior leader within the Office of Transformation or a Chief Digital/Product Officer. Methodology:

• Data-Driven Decision Making: Emphasis on using customer research, analytics, and A/B testing to inform design strategies and measure impact.

• Customer-Centric Design: A core philosophy prioritizing user needs and experience throughout the product lifecycle.

• Agile/Hybrid Development: Likely operating within an agile or hybrid framework, requiring adaptability and close collaboration with development teams.

• Strategic Alignment: Design initiatives are directly tied to broader business transformation goals and competitive positioning.

Company Website: While the provided URL is for Workable, ACB's official website is a key resource for understanding their market position, services, and brand. (e.g., acb.com.vn)

📝 Enhancement Note: Understanding the company context is vital for operations professionals. For a bank undergoing transformation, the culture will likely be a blend of established financial practices and a drive for innovation, requiring candidates who can bridge these two worlds.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Management/Leadership role. The User Experience Design Manager is responsible for strategic direction, team leadership, and significant impact on critical business transformation programs. It sits at the intersection of design, product strategy, and business operations within a transformative context.

Reporting Structure: The role reports into a senior leadership position within the Office of Transformation. The manager will, in turn, lead a team of UX designers, establishing a clear hierarchy and mentorship pathway. Collaboration will extend across various departments, including Product, Technology, and Business Units.

Operations Impact: The User Experience Design Manager's impact is directly tied to the success of ACB's digital transformation. By creating superior customer experiences, this role will influence customer acquisition, retention, satisfaction, and loyalty. This, in turn, drives key business metrics such as transaction volume, product uptake (credit, wealth management), operational efficiency, and ultimately, revenue growth and market share. The role is critical in positioning ACB as a leader in customer-centric digital banking.

Growth Opportunities:

• Strategic Leadership: Potential to move into Director-level roles within UX, Product Management, or Digital Transformation, overseeing broader portfolios or multiple transformation streams.

• Specialization Advancement: Deepen expertise in specific financial product areas (e.g., digital lending, wealth tech) or advanced UX methodologies.

• Cross-Functional Mobility: Opportunities to transition into Product Ownership, Digital Strategy, or Business Unit leadership roles, leveraging a deep understanding of customer needs and digital capabilities.

• Mentorship & Team Building: Develop strong leadership and team-building skills, becoming a key figure in shaping the design talent within the organization.

• Industry Influence: Contribute to the broader UX and digital transformation discourse within the Vietnamese financial sector.

📝 Enhancement Note: For experienced operations professionals, understanding career trajectory and impact is paramount. Highlighting how this role contributes to strategic business goals and offers avenues for advancement is key.

🌐 Work Environment

Office Type: Hybrid Work Model. This means a mix of working from a physical office location and remotely. The specific split will likely be defined by the team's needs, with emphasis on in-office days for collaboration, workshops, and team meetings.

Office Location(s): Ho Chi Minh City, Vietnam. This implies working within a major urban center, likely with modern office facilities provided by ACB. The specific office location within Ho Chi Minh City would need to be confirmed.

Workspace Context:

• Collaborative Hub: Office days will likely be structured around collaborative activities, design thinking workshops, brainstorming sessions, and face-to-face interactions with cross-functional teams.

• Tools & Technology: Access to standard office infrastructure, high-speed internet, and potentially specialized design software and hardware as required for the role. The company will likely provide necessary licenses for UX design and collaboration tools.

• Team Interaction: Regular opportunities for direct interaction with the UX design team, product managers, business stakeholders, and technology leads, fostering a connected and integrated work environment.

Work Schedule: While a standard 40-hour work week is typical, the hybrid model and management responsibilities may require flexibility. Core working hours will likely be established to ensure team synchronization, with potential for extended hours during critical project phases or deadlines. The emphasis on transformation initiatives often means a dynamic work schedule.

📝 Enhancement Note: For hybrid roles, clarity on expectations for in-office days and the purpose of those days is important. It helps candidates gauge the level of collaboration and team integration they can expect.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio by a recruiter or HR specialist to assess basic qualifications and fit.

• Hiring Manager Interview: An in-depth discussion with the User Experience Design Manager or their direct supervisor to evaluate experience, leadership style, strategic thinking, and alignment with the Office of Transformation's goals. This stage will likely involve scenario-based questions.

• Portfolio Presentation & Design Challenge: A dedicated session where you present selected case studies from your portfolio, highlighting your process, impact, and leadership. This may be combined with a practical design challenge relevant to the financial services domain or transformation initiatives.

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

• Final Interview: A meeting with senior leadership within the Office of Transformation or a relevant executive to discuss overall fit, strategic vision, and long-term potential.

Portfolio Review Tips:

• Curate Strategically: Select case studies that best demonstrate leadership, strategic impact, financial services experience, and successful transformation initiatives. Prioritize quality over quantity.

• Tell a Story: For each case study, clearly articulate the problem, your specific role and contributions, the methodologies used, the challenges faced, your design decisions, and most importantly, the measurable outcomes and business impact.

• Quantify Impact: Wherever possible, use data and metrics to showcase the success of your work (e.g., improved conversion rates, reduced support tickets, increased user satisfaction scores, faster task completion times).

• Highlight Leadership: For this role, emphasize how you've led teams, mentored designers, and influenced stakeholders. Showcase your strategic thinking and ability to connect design to business objectives.

• Be Prepared for Questions: Anticipate questions about your design process, decision-making rationale, handling of conflicting feedback, and how you measure the success of your UX initiatives.

Challenge Preparation:

• Understand the Context: Research ACB's current digital offerings, their stated transformation goals, and the competitive landscape in Vietnamese banking.

• Focus on Strategy: If given a design challenge, focus not just on the UI but on the underlying strategy, user needs, and business objectives. Consider the end-to-end journey.

• Structure Your Response: Clearly outline your approach, assumptions, research methods (even if hypothetical), proposed solutions, and how you would measure success.

• Communicate Clearly: Practice articulating your thoughts and design rationale concisely and persuasively, as if presenting to senior stakeholders.

📝 Enhancement Note: For a management role, the interview process will heavily scrutinize leadership capabilities, strategic thinking, and the ability to drive organizational change, in addition to core UX skills. The portfolio presentation is a critical opportunity to demonstrate these.

🛠 Tools & Technology Stack

Primary Tools:

• UX Design & Prototyping Software: Proficiency in industry-leading tools such as Figma, Sketch, Adobe XD, InVision, or similar platforms for wireframing, prototyping, and high-fidelity design.

• User Research Tools: Experience with tools for conducting user interviews, surveys, usability testing, and analyzing qualitative data (e.g., UserTesting.com, Maze, Qualtrics, SurveyMonkey).

• Collaboration Platforms: Familiarity with tools like Jira, Confluence, Asana, Trello for project management, task tracking, and cross-functional team communication.

• Whiteboarding & Ideation Tools: Proficiency in digital whiteboarding tools such as Miro or Mural for remote brainstorming, journey mapping, and collaborative design sessions.

Analytics & Reporting:

• Web/App Analytics Platforms: Experience with tools like Google Analytics, Adobe Analytics, Mixpanel, or Amplitude to track user behavior, measure engagement, and identify areas for optimization.

• Data Visualization Tools: Familiarity with tools like Tableau, Power BI, or Looker Studio for creating dashboards and reports that communicate UX performance and insights to stakeholders.

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 (e.g., HubSpot, Marketo) to create seamless customer journeys is beneficial.

📝 Enhancement Note: A strong understanding of the tools used in modern UX design and digital transformation is essential. Highlighting specific tools demonstrates practical experience and readiness to contribute immediately.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A deep-seated commitment to understanding and serving the customer, making their experience the central focus of all design decisions.

• Data-Driven Innovation: Valuing empirical evidence and insights to guide strategy, drive improvements, and validate design choices.

• Collaboration & Transparency: Fostering an environment where open communication, constructive feedback, and cross-functional teamwork are paramount.

• Excellence & Impact: Striving for high-quality design outcomes that deliver tangible business results and contribute significantly to the bank's transformation goals.

• Adaptability & Resilience: Embracing change, learning from setbacks, and maintaining a proactive approach in a dynamic transformation environment.

Collaboration Style:

• Partnership-Oriented: Working closely with Product Owners and Business stakeholders to align on strategy and requirements.

• Solution-Focused: Collaborating with Technology teams to ensure designs are feasible, scalable, and effectively implemented.

• Insight-Sharing: Actively sharing user research findings, design rationale, and performance data with all relevant teams.

• Iterative Feedback Loops: Establishing regular checkpoints for feedback and co-creation throughout the design and development process.

📝 Enhancement Note: Understanding the company's values and collaboration style is crucial for operations professionals to assess cultural fit and how they can best contribute to team success.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Organizational Complexity: Working within a large, established financial institution requires understanding existing structures, processes, and stakeholder dynamics to drive change effectively.

• Balancing User Needs with Business Constraints: Effectively advocating for user-centric design while adhering to regulatory requirements, technical limitations, and business objectives.

• Driving Adoption of New Digital Experiences: Encouraging widespread adoption of new digital platforms and features by both customers and internal staff.

• Measuring Transformation Impact: Developing and tracking comprehensive metrics to demonstrate the ROI and success of UX initiatives within the broader transformation program.

• Managing Diverse Stakeholder Expectations: Aligning perspectives and priorities across various departments, each with their own goals and concerns.

Learning & Development Opportunities:

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

• Large-Scale Transformation Leadership: Developing skills in leading complex, multi-year strategic initiatives within a major corporate environment.

• Advanced UX Strategy: Mastering strategic UX planning, design system governance, and integrating UX into enterprise-level product roadmaps.

• Cross-Functional Leadership: Enhancing abilities to collaborate with and influence diverse leadership teams across business, technology, and data domains.

• Industry Best Practices: Staying abreast of emerging trends in fintech, digital banking, and customer experience design through conferences, workshops, and continuous learning.

📝 Enhancement Note: Highlighting potential challenges and how they translate into growth opportunities provides a realistic yet encouraging outlook for candidates.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a significant digital transformation initiative. What was your role, what were the key challenges, and what was the ultimate business impact?" (Focus on strategic leadership, problem-solving, and quantifiable results).

• "How do you approach balancing user needs with business objectives and technical constraints, especially in a regulated industry like finance?" (Demonstrate strategic thinking, negotiation skills, and a pragmatic approach).

• "Walk us through your process for designing and launching a complex customer journey, from initial research to post-launch optimization." (Showcase a systematic, data-driven, and iterative design process). Company & Culture Questions:

• "Based on what you know about ACB's transformation goals, where do you see the biggest opportunities for UX to drive impact?" (Requires research into ACB and an understanding of their strategic direction).

• "How would you foster a customer-centric design culture within a traditional banking organization?" (Focus on communication, advocacy, and collaboration strategies).

• "Describe your experience mentoring and managing UX designers. What is your philosophy on team development?" (Assess leadership style, team-building capabilities, and mentorship approach). Portfolio Presentation Strategy:

• Executive Summary First: Begin with a high-level overview of the project, its business context, and the key outcomes before diving into details.

• Focus on Your Role & Impact: Clearly define your leadership responsibilities and the specific contributions you and your team made.

• Visualize the Process: Use flowcharts, diagrams, and screenshots to illustrate your design process, user flows, and key artifacts.

• Emphasize Data & Metrics: Dedicate specific slides or sections to showcasing the quantitative results and the ROI of your design solutions.

• Be Prepared for Deep Dives: Anticipate questions about specific design decisions, trade-offs made, and how you handled feedback or challenges.

📝 Enhancement Note: Tailoring interview preparation advice to the specific role and company context significantly increases its value for operations candidates.

📌 Application Steps

To apply for this User Experience Design Manager position:

• Submit your application through the provided link on the Workable platform.

• Portfolio Customization: Tailor your resume and cover letter to highlight your experience in digital transformation, financial services, and UX leadership. Ensure your portfolio prominently features case studies demonstrating these areas, with a clear emphasis on strategic impact and measurable results.

• Prepare Your Narrative: Practice articulating your career story, focusing on leadership achievements, strategic thinking, and your approach to driving customer experience improvements within complex organizations.

• Research ACB: Thoroughly research ACB's current digital offerings, their stated transformation objectives, and their position in the Vietnamese financial market to demonstrate genuine interest and strategic understanding.

• Portfolio Walkthrough Practice: Rehearse presenting your selected case studies, ensuring a clear, concise, and compelling narrative that highlights your process, leadership, and impact. Be ready to discuss your decision-making and how you measure success.

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