Jan 2026 – Present · 4 mos

• Since January, my role has grown to include hands-on leadership of AI Initiatives, shaping conversational banking experiences for real customer journeys. I work closely with designers and cross-domain stakeholders to move solutions beyond pilots, embedding AI in ways that are usable, trusted, and scalable.
• I continue to lead a team of five senior designers on Client Advisory & Management experiences, setting direction, raising execution quality, and strengthening the connection between digital and human touchpoints.
• I also drive alignment in Client Onboarding Journeys through a Chapter Lead in my area of focus. This includes connecting the dots across domains, maintaining design standards, and guiding thoughtful trade-offs between customer needs, business priorities, and technical realities.
• I’m motivated by turning strategy into working experiences, navigating complexity, aligning teams, and delivering solutions that make a meaningful difference for both customers and the colleagues who serve them.

Jan 2025 – Dec 2025 · 11 mos

• As a Chapter Area Lead, I took on a wider remit that required strong discernment and the ability to prioritise, adapt, and lead with intention. To support this transition, I nurtured the growth of a new manager, helping him step confidently into leadership and take on areas I previously managed, enabling me to focus on my new responsibilities.
• Leading Client Advisory & Management experiences presented an entirely new challenge; an under-prioritized area of the bank which required me to start from scratch and familiarize myself with new territory. I gathered extensive insights into frontline and back-office tools and processes, forming the foundation for a new strategy in this space, and built a new team of designers equipped with enterprise UX capabilities.
• I also led the uplift of our Private Banking App experience, conducted usability interviews with RMs, and produced a report on the insights observed. I continued to oversee Self Service & Onboarding Journeys and picked up SME Banking App Experiences through the lens of the Chapter Leads in my area. I contributed to AI-related initiatives and stayed updated on Generative and Agentic AI trends.
• These learnings enriched my strategic thinking and shaped how I explore opportunities where design can improve both efficiency and service quality. Beyond that, it's all about creating the conditions for my team of senior designers and chapter leads to thrive and make their greatest impact.

Sep 2023 – Dec 2024 · 1 yr 3 mos

• Not long after, I stepped into a new role as Chapter Lead for Self Service & Welcome Journeys, overseeing onboarding, data collection, and servicing projects globally. Beyond balancing user needs, business goals, and technical constraints, I was responsible for ensuring my team’s collective efforts created a lasting impact on both the user experience and the business.
• To start, I implemented a new design system for forms in under two months, rapidly addressing the challenges designers faced with the previous system. I remained hands-on in the work while focusing on simplifying and humanizing the onboarding experience for retail, SME, and international banking clients, creating a unified journey that seamlessly streamlined mobile registration and due diligence.
• Expanding my impact beyond my immediate role was essential to my growth as a new leader. I supported other chapter leads in decision-making and helped designers across multiple regions strengthen their skills. Additionally, I contributed to organising a global initiative to accelerate digital adoption, facilitating collaboration between HR, frontline teams, and stakeholders worldwide.
• This transition into leadership pushed me past self-imposed limits, showing me that I am capable of far more than I had initially believed. I learned to see my team’s strengths with fresh eyes, allowing me to guide them effectively and support their growth, just as I was growing alongside them.

Jan 2023 – Aug 2023 · 7 mos

• This stage, though brief, was the sweetest spot of my career. I was asked to bring my design clean-up magic from retail into the wealth space, while elevating the app experience for affluent clients, zeroing in on all the little details that make wealth products, tools, and services shine. It was a shift, sure, but it felt natural, and I enjoyed applying my skills in a new context.
• With my line manager wrangling all the stakeholder talks, I was free to do what I did best; polishing up designs, dreaming up solutions, and packaging them into clear, easy-to-digest presentations. It was the perfect balance of autonomy and teamwork.
• On top of that, I became the team’s secret weapon. Whether it was pushing for innovation, keeping our designs consistent, giving projects a critical once-over, or even jotting down notes during usability tests, I was the go-to person for all the little (but vital) tasks that kept things running like clockwork. It was fun, fast-paced, and everything just worked.

Jul 2020 – Dec 2022 · 2 yrs 5 mos

• Reaching the five-year mark with the bank was a milestone I hadn’t expected. During this time, I achieved the highest performance review rating (1A: Demonstrated consistently exceptional achievement against stretching objectives) and began earning yearly promotions from here on.
• I led the design of daily banking products as part of the NextGen Banking initiative, which aimed to create a customer-centric digital banking experience for both retail and affluent customers globally. In a competitor benchmarking exercise by 11FS, our app was rated superior in utility and usability compared to five major competitors. I was responsible for key areas like the app’s Home page, client holdings display, Profile, Settings, and Discovery & Rewards pages.
• I also managed the migration of our designs from Sketch to Figma, rebuilding components and reorganizing design files. With COVID-19 shaking things up and the team going through a turnaround, the work environment shifted so much that it felt like I’d switched companies without ever leaving my desk.

Jul 2017 – Jun 2020 · 2 yrs 11 mos

• Fresh out of uni and straight into the world of in-house design, I knew UI/UX was my calling. I spent three years honing my skills while navigating the twists and turns of a multinational corporation. Between decoding endless acronyms and swimming through banking jargon-filled emails, I quickly got the hang of working on an iMac and mastering new design tools. The team was still hanging onto Photoshop when I joined, but we quickly upgraded to Sketch, Zeplin, InVision, and Abstract.
• My main role was digitising onboarding across the AME region and Hong Kong. Over time, I began leading design initiatives with regional heads, tackling steep learning curves along the way. Business travel became part of the fun with multiple trips each year to Hong Kong, India, UAE, Kenya, Ghana, and Nigeria, where I met clients for usability testing and participated in workshops.
• Naturally, being the curious type, I picked up extra admin work that nobody wants to do, lifting paperwork from my managers. From ensuring our design tools were legally compliant, tracking software costs, wrangling hardware, and managing contracts, to onboarding new team members. If it needed doing, I was there!