• Defined and led UX strategy for policy servicing tools, streamlining workflows and boosting agent productivity.

• Owned end-to-end UX for AI and web applications—delivered interactive prototypes that elevated stakeholder alignment and decision-making.

• Conducted user research and interviews across Hong Kong, Vietnam, and Malaysia to localize and refine UI/UX solutions for regional markets.

• Led usability testing and iterated on data-intensive dashboards, improving task completion time and information clarity.

• Developed customer journey maps and service blueprints to visualize complex servicing experiences, identify friction points, and drive cross-functional alignment.

• Redesigned internal and client-facing user journeys using Figma and established design systems, increasing user satisfaction and adoption.

• Partnered with compliance, product, and engineering to ensure scalable, legally compliant design outcomes.

• Actively collaborated with scrum teams, clearly communicating design intent to support seamless product delivery.

Defined and led UX strategy for policy servicing tools, streamlining workflows and boosting agent productivity. Owned end-to-end UX for AI and web applications—delivered interactive prototypes that elevated stakeholder alignment and decision-making. Conducted user research and interviews across Hong Kong, Vietnam, and Malaysia to localize and refine UI/UX solutions for regional markets. Led usability testing and iterated on data-intensive dashboards, improving task completion time and information clarity. Redesigned internal and client-facing user journeys using Figma and established design systems, increasing user satisfaction and adoption. Partnered with compliance, product, and engineering to ensure scalable, legally compliant design outcomes. Actively collaborated with scrum teams, clearly communicating design intent to support seamless product delivery.

• Led the UI/UX design of the Smile Rewards loyalty program, driving higher user engagement and satisfaction.

• Designed intuitive loan management workflows for 1M+ users across mobile and web platforms, improving overall usability.

• Collaborated with a global UX team to align and unify app flows across multiple countries, enhancing consistency and efficiency.

• Built a scalable, Figma-based design system that improved visual coherence and accelerated design-to-development handoff.

• Conducted user interviews and usability testing, refining flows based on real user feedback and reducing issues during high-fidelity testing.

• Created customer journey maps and service blueprints to inform design strategy for omnichannel experiences and ensure smooth integration across touchpoints.

• Worked cross-functionally from discovery to implementation, ensuring designs met business goals and user needs.

Led the UI/UX design of the Smile Rewards loyalty program, driving higher user engagement and satisfaction. Designed intuitive loan management workflows for 1M+ users across mobile and web platforms, improving overall usability. Collaborated with a global UX team to align and unify app flows across multiple countries, enhancing consistency and efficiency. Built a scalable, Figma-based design system that improved visual coherence and accelerated design-to-development handoff. Conducted user interviews and usability testing, refining flows based on real user feedback and reducing issues during high-fidelity testing. Worked cross-functionally from discovery to implementation, ensuring designs met business goals and user needs.

• Designed and presented UI mockups and interactive prototypes to stakeholders, driving more informed and strategic design decisions.

• Maintained the Design Playbook to ensure visual and brand consistency across all digital touchpoints.

• Developed intuitive user flows for PSBank’s mobile app and website, resulting in improved engagement and user satisfaction.

• Led the redesign of core digital features, including check deposit and digital account opening, enhancing functionality and convenience.

• Reduced support tickets and onboarding issues by restructuring information architecture for clarity and ease of use.

• Collaborated within agile squads to deliver pixel-perfect, responsive interfaces aligned with business and user needs.