FVP, Design Director - Service Design, Group TMRW

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About the Department

We are building and expanding the best digital bank in ASEAN

Traditional retail banking is changing rapidly, and will change even more in the next 10 years. We fundamentally rethink the retail banking strategy, business model and proposition, to stay relevant and keep up with the challenges that lie ahead in this rapidly evolving landscape.
 
TMRW (pronounced as “tomorrow”) empowers the digital generation with a full suite of banking solutions through a smart, mobile-only app. Our mission is to build and expand the best digital bank in ASEAN. Launched in Indonesia and Thailand as the first mobile only digital bank by United Overseas Bank (UOB) in ASEAN, TMRW offers innovative and simple solutions to help customers stay one step ahead of their finances. Our business model is powered by next-generation artificial intelligence, machine learning, data analytics, user interface design and smartphone capabilities. These include our own digital technology innovations as well as solutions provided through our collaboration with FinTech partners. We embrace a competitive strategy that focuses on customer intimacy, measured by net-promoter-score (NPS).
 
Since launch, TMRW has won many awards in total, including: Best Digital Bank in ASEAN, Best Digital Bank for Customer Experience and Best Bank for Millennials.
As we enter our next phase of growth, we are looking for entrepreneurial and open minded team players who are keen to learn, enjoy taking on multiple roles, and willing to step out of your comfort zone.
You will be the catalyst of change for UOB and be part of our exciting roadmap in the next chapter of growth. Get ready for an exciting career path in a start-up environment that is diverse and fast-paced, where you will have the opportunity to be engaged in transformative programs, and collaborate with business, and technology teams as well as regional and country stakeholders. We believe in empowering our people, giving them autonomy and ownership of what they do and their successes.

Join us to transform the future of banking and make banking simple, transparent and engaging!
 

Job Responsibilities

The Role:
As a Service Designer within our dynamic experience design team, you will play a critical role in enhancing the customer experience across our Private Bank services and beyond. Collaborating closely with cross-functional teams—including Product OnwersDesign Ops, Product Design, UX Content Design, and Discovery and Research—you will lead the design of holistic service experiences that seamlessly integrate customer needs with business objectives. Your strategic insights and design thinking approach will empower the team to create user-centered solutions that drive customer satisfaction and loyalty in an increasingly digital landscape.
 

The Responsibilities:

• Holistic Service Design: Develop comprehensive service design frameworks that encompass end-to-end customer journeys for our Private Bank offerings, ensuring a seamless experience across all digital touchpoints.
• Cross-Functional Collaboration: Work alongside Design Ops, Product Design, UX Content Design, and Discovery and Research teams, calibrating efforts with Product Owners, Technology teams, and business stakeholders to align service design initiatives with overarching business goals, user needs, and market trends.
• User-Centric Research: Lead user and stakeholder research initiatives to gather insights on customer behaviors, pain points, and preferences, leveraging these insights to inform service design decisions and strategies.
• Prototyping and Testing: Create prototypes and conduct usability testing to validate design concepts and gather feedback, iterating on designs based on user input to enhance the overall customer experience.
• Framework Development: Establish and refine service design frameworks and toolkits that support the design team in delivering consistent and impactful digital experiences across all channels.
• Stakeholder Engagement: Effectively communicate design concepts and service design strategies to stakeholders, providing clear rationales that bridge user needs with business objectives while ensuring calibration with Product Owners and Technology teams.
• Mentorship and Knowledge Sharing: Mentor junior designers and contribute to the development of best practices within the design team, fostering a culture of continuous learning and improvement.
   

Job Requirements

The Skills:

• Experience: 5+ years in service design, UX design, or related fields, with a strong portfolio showcasing your work on digital experiences in financial services or similar industries.
• Design Thinking: Proficient in applying design thinking methodologies and tools to tackle complex service design challenges, ensuring user-centric solutions.
• Research Proficiency: Skilled in user research techniques, including interviews, surveys, and usability testing, with the ability to synthesize findings into actionable insights.
• Collaboration Skills: Exceptional collaboration and communication skills, enabling you to work effectively with diverse teams and articulate design concepts to various stakeholders, including calibration efforts with Product Owners, Technology, and business units.
• Prototyping Tools: Proficiency in design and prototyping tools such as Figma, Sketch, or Adobe Creative Suite, with a solid understanding of how to create engaging and functional prototypes.
• Systems Thinking: An ability to see the bigger picture and understand how various components of a service fit together, ensuring cohesive and efficient user experiences.
• Agile Mindset: Experience working in Agile environments, demonstrating adaptability and a willingness to respond to changing project needs.

By joining our team as a Service Designer, you will contribute your expertise to shape the future of digital banking experiences within the Private Bank and beyond, ensuring we deliver exceptional value to our clients.

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

Apply now and make a difference.

Competencies