United Overseas Bank Ltd (UOB)

SVP, Head of Segments and User Experience, Digital Bank

United Overseas Bank Ltd (UOB) | Date Posted: 8-Feb-2019
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Job Description

The UOB Digital Banking team conceives, creates and runs a wide range of digital platforms and assets. As part of our drive to create the most engaging digital banking experiences possible, we are expanding our digital design and customer insight teams in all areas. 

You will be part of a very vibrant and dynamic design team at the heart of the UOB Digital Bank that is innovating the way the customers engage with the bank through the most customized experiences possible.

Role Overview

  • Lead, direct and manage user experience design initiatives for web and mobile platforms at UOB Digital Bank by managing a team of UX Designers, User Experience and consumer researchers
  • Work closely with the Digital Product Managers, UI engineers and other relevant stakeholders in order to oversee the prioritization of the Digital Product Roadmap and achieve the KPIs and goals from the Digital Bank Team
  • Build a world class customer engagement experience across a range of digital platforms by adopting and deploying design processes, digital guidelines, technologies and digital platforms
  • Continuously validate and enhance this experience working with the through user-centric and data-centric testing and optimisation efforts
  • Constantly drive a customer centric research process that seeks to understand unmet needs and how to improve experience within our digital platforms

Job Accountabilities:

UX, Design & Engagement

  • Responsible for user experience and engagement  for UOB Digital Bank Platforms
  • Ensure effective and consistent user experience, engagement and design language across the UOB Digital Banking Platforms
  • Maintain design guidelines and references for the platforms and ensure appropriate governance measures are in place to ensure seamless working with our technology partners

UX Practice & Governance

  • Responsible for user experience design including approach, framework processes, tools and techniques
  • Responsible for ensuring design thinking approaches are embedded and used appropriately  throughout the Digital Bank
  • Work with Digital and other stakeholders to establish and monitor an effective process for user experience design and production

Engagement Product Delivery

  • Responsible for user experience design of our core engagement platforms projects, Contribute to the ideation, prioritization, road-mapping, design, and implementation of new features together with the engagement Product Owners
  • Overall management of UX team and outsourced UX and research agencies
  • Define UX delivery approach, processes and methodology
  • Keep across and actively research digital and user experience trends, identify opportunities & challenges and share with digital bank stakeholders
  • Contribute to the development of prototypes and proof-of-concepts for digital banking

Team Management & Executive Delivery

  • Lead, manage, mentor and develop the UOB Engagement Design team
  • Foster a collaborative, high-performance, friendly and passionate team environment
  • Ensure the retention of critical IP within UOB Bank
  • Actively contribute to and support the Executives of Digital Bank in achieving the Digital Bank Vision

Qualifications & Experience:

  • A Bachelor’s and/or Master’s Degree in a relevant field
  • Minimum +10 years of experience in digital user or customer experience design or similar roles on consumer facing web and mobile products preferably in a large corporate or financial services environment
  • Strategic mind-set with the ability to execute tactically according to a well-defined plan
  • Exceptional design leadership, management, communication and collaboration skills
  • Excellent verbal, written, and presentation skills. In particular, a demonstrated ability to effectively communicate issues and solutions to multiple organizational levels, including Senior Management
  • Strong collaboration and teamwork skills with demonstrated ability to gain trust, secure buy-in and influence change at all levels
  • Strong understanding of design and consumer research techniques
  • Experience in managing external agencies, partners and other 3rd parties
  • Knowledge of Digital Marketing techniques
  • Knowledge of front end web technologies, digital banking trends and mobile technologies
Company Overview
United Overseas Bank Ltd (UOB)