Specialist, Digital Operations (UX/UI)

📍 Job Overview Job Title: Specialist, Digital Operations (UX/UI) Company: AXA Location: Singapore, Singapore Job Type: Full-time, Regular Category: Digital Operations / UX/UI Design Date Posted: 2026-02-17 Experience Level: 3-5 years Remote Status: On-site 🚀 Role Summary • This role is focused on enhancing the digital customer experience through expert UX/UI design, supporting the UX/UI lead in end-to-end digital design sprints and the optimization of digital platforms and customer journeys. • The Specialist will be instrumental in leading the creation and management of AXA's design framework and tools, ensuring consistency and efficiency in digital product development. • A key aspect involves proactive stakeholder collaboration to identify emerging trends, plan journey designs, and continuously improve customer experience across all digital touchpoints. • This position requires a deep understanding of user needs, translating them into intuitive and effective digital interfaces that align with business and customer KPIs, such as Net Promoter Score (NPS) and customer acquisition. 📝 Enhancement Note: While the title mentions "Digital Operations," the core responsibilities and required skills clearly place this role within the UX/UI Design discipline, with a strong emphasis on operationalizing design processes and frameworks. The "Operations" aspect pertains to the systematic management of design workflows and adherence to design principles, rather than traditional IT or business operations. 📈 Primary Responsibilities • Collaborate with Group-level and local stakeholders to deeply understand user needs, identify design opportunities, and implement comprehensive UX/UI guidelines, principles, and best practices to ensure consistency and minimize repetitive design efforts. • Support the UX/UI Lead in managing UX/UI workstreams within integration programs, delivering business-as-usual design activities, and overseeing integration and rebranding initiatives across the organization. • Partner closely with Digital Product Owners and stakeholders to ensure the delivery of digital solutions that effectively meet both customer needs and business objectives. • Act as a gatekeeper to ensure UX/UI is intuitive and consistent across all customer journeys, clearly articulating design principles and aligned UX/UI standards in design requirements and wireframes. • Translate complex business and user requirements into detailed user flows, wireframes, mockups, and interactive prototypes that deliver an intuitive and engaging user experience across a variety of digital assets and interfaces. • Support the optimization of digital design operations, including the finalization of digital design, UI, and UX outputs, ensuring alignment with brand standards and user-centricity. • Contribute to achieving AXA's business and customer Key Performance Indicators (KPIs), including improvements in Net Promoter Score (NPS), customer acquisition rates, website performance, and successful new service and product launches. 📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking and tactical execution, emphasizing the operationalization of design processes. The role requires not just creative design but also the management of design frameworks, stakeholder alignment, and contribution to measurable business outcomes, aligning with a "digital operations" perspective on design execution. 🎓 Skills & Qualifications Education: • Bachelor's degree in Business Administration or a related field. A degree in Design, Human-Computer Interaction, or a related digital discipline would also be highly relevant. Experience: • Minimum of 3-5 years of progressive experience in UX/UI design, covering the full spectrum of the design lifecycle, including iterative design sprints, UX research, user workshops, rapid prototyping, and concept testing. Required Skills: • Demonstrated expertise in UX/UI design principles and best practices, with a portfolio showcasing end-to-end digital design projects. • Proficiency in translating user needs and business requirements into user flows, wireframes, mockups, and high-fidelity prototypes. • Experience with design sprint methodology and human-centric design approaches, including customer journey mapping. • Strong understanding of financial services customer journeys, including identifying pain points, "moments of truth," and key levers to influence customer behavior. • Excellent stakeholder management and collaboration skills, with the ability to engage effectively with diverse groups and manage objections. • Proven project management skills, with a high level of attention to detail, and the ability to manage multiple competing priorities simultaneously. • Creative problem-solving abilities with a strong understanding of how to ideate and conceptualize solution designs. Preferred Skills: • Experience with financial services regulations related to digital assets and other compliance requirements. • Proven ability in delivering simplified user experiences for mobile and/or web-based designs. • Insurance industry experience is highly preferred. • Familiarity with data analytics tools for informing user experience and interface enhancements. • UI/UX Design certification. 📝 Enhancement Note: The experience requirement specifies 3-5 years, indicating a mid-level specialist role. The blend of design skills with an understanding of financial services and operational aspects like project and vendor management suggests a candidate who can not only design but also operationalize design processes effectively within a corporate environment. 📊 Process & Systems Portfolio Requirements Portfolio Essentials: • A comprehensive portfolio demonstrating a strong understanding of the end-to-end UX/UI design process, including case studies on user research, iterative design sprints, wireframing, prototyping, and final design implementation. • Evidence of creating and managing design frameworks, style guides, or design systems that ensure consistency and efficiency across digital platforms. • Examples of translating complex requirements into intuitive user flows, wireframes, mockups, and interactive prototypes. • Demonstrations of how design solutions have positively impacted business and customer KPIs, such as improved NPS, increased customer acquisition, or enhanced website performance. Process Documentation: • Showcase experience with design sprint methodology, including planning, execution, and outcome documentation. • Provide examples of customer journey mapping exercises and how insights from these maps were used to inform design decisions and optimize user experiences. • Illustrate proficiency in using collaborative tools like Jira and Confluence for project management, task tracking, and documentation within design workflows. 📝 Enhancement Note: Given the role's focus on "design delivery and optimization" and "managing the Company's design framework and tools," a strong portfolio highlighting process ownership and the ability to operationalize design best practices is critical. This goes beyond just showcasing creative output to demonstrating how design processes were managed and improved. 💵 Compensation & Benefits Salary Range: • Based on industry benchmarks for a UX/UI Specialist with 3-5 years of experience in Singapore, the estimated annual salary range is between SGD 70,000 to SGD 100,000. This range accounts for the cost of living in Singapore and the specialized skill set required for digital operations and UX/UI design. Benefits: • Comprehensive health insurance coverage, including medical, dental, and vision. • Generous annual leave and public holiday entitlements. • Retirement savings plan (e.g., Central Provident Fund contributions). • Opportunities for professional development, training, and certifications. • Employee assistance programs offering counseling and support services. • Potential for performance-based bonuses and long-term incentive plans. • Access to AXA's corporate discounts and wellness programs. Working Hours: • Standard full-time working hours are typically 40 hours per week, Monday to Friday. While the role is on-site, AXA may offer flexible working arrangements where feasible and aligned with operational needs. 📝 Enhancement Note: Salary is estimated based on market data for similar roles in Singapore. AXA, as a large financial services organization, is expected to offer a competitive benefits package commensurate with industry standards. 🎯 Team & Company Context 🏢 Company Culture Industry: Financial Services (Insurance) AXA operates within the global financial services sector, specifically focusing on insurance, savings, and protection. This industry context means a strong emphasis on trust, security, customer centricity, and navigating complex regulatory environments. Operations, especially in digital, must be robust, reliable, and secure. Company Size: Large Enterprise (AXA is a global entity with tens of thousands of employees worldwide) Being part of a large enterprise like AXA means access to extensive resources, established processes, and opportunities for global collaboration. However, it can also imply more structured decision-making and a need for strong alignment across various departments and regions. Founded: 1817 (AXA Group) With a history spanning over two centuries, AXA has a deep-rooted legacy and a proven track record. This longevity suggests stability, experience, and a commitment to long-term vision and customer relationships, which influences its operational approach and cultural values. Team Structure: • The Digital Operations team, likely within a broader Digital or IT department, will include specialists in UX/UI, product ownership, and potentially digital marketing or analytics. • This role reports to a UX/UI Lead, indicating a hierarchical structure within the design function, with opportunities for collaboration across cross-functional teams such as Product Management, Engineering, Marketing, and local business units. • Collaboration is expected to be high, bridging the gap between technical development, business strategy, and the end-user experience, requiring strong communication and alignment skills. Methodology: • The team likely employs agile methodologies for digital product development, incorporating design thinking and iterative design sprints. • Data analysis and user research are critical for understanding customer behavior and identifying areas for optimization, forming the basis for design decisions and improvements. • Emphasis is placed on a human-centric design approach, ensuring that all digital touchpoints are intuitive, user-friendly, and deliver value to the customer. Company Website: https://www.axa.com/ (Global site, specific regional sites also exist) 📝 Enhancement Note: Understanding AXA's position as a global financial services leader is crucial. This implies a focus on compliance, security, and a highly structured approach to digital transformation, where operationalizing design is key to delivering consistent and trustworthy customer experiences. 📈 Career & Growth Analysis Operations Career Level: Specialist This "Specialist" level indicates a role focused on executing specific operational tasks within the digital design domain. It requires a solid foundation of technical skills and practical experience but may involve less strategic decision-making than a senior or lead role. The focus is on driving delivery and optimization within defined frameworks. Reporting Structure: • The Specialist will report to a UX/UI Lead, who likely oversees the design team's strategy, workload, and professional development. This reporting line suggests mentorship and guidance are available. • Collaboration will extend to Digital Product Owners, stakeholders, and potentially development teams, requiring effective communication and negotiation skills to ensure design integration and alignment. Operations Impact: • The role directly impacts the customer experience across AXA's digital platforms, influencing key metrics like NPS, customer acquisition, and engagement. • By managing the design framework and optimizing customer journeys, the Specialist contributes to digital efficiency, brand consistency, and ultimately, customer loyalty and business growth within the competitive financial services landscape. Growth Opportunities: • Operations Skill Advancement: Deepen expertise in design sprint methodologies, customer journey mapping, and UX/UI best practices within the insurance sector. • Cross-functional Exposure: Gain experience working with various departments (Product, Marketing, IT, Compliance) to understand broader business objectives and operational challenges. • Leadership Potential: Progress to a Senior UX/UI Designer or UX/UI Lead role by demonstrating leadership in design execution, stakeholder management, and process improvement. • Specialization: Develop expertise in specific areas like mobile UX, accessibility design, or data-driven design optimization. 📝 Enhancement Note: The growth path for a Specialist in Digital Operations (UX/UI) at a large firm like AXA typically involves deepening technical expertise and taking on more responsibility for process ownership and strategic input within their domain. 🌐 Work Environment Office Type: Corporate Office The role is on-site at AXA's Singapore office, suggesting a professional, corporate environment with established infrastructure and facilities. This setting typically supports a structured work culture with opportunities for in-person collaboration and team interaction. Office Location(s): Singapore AXA's presence in Singapore indicates a dynamic and important market for the company. The office location will offer access to a professional ecosystem and potentially diverse talent pools. Workspace Context: • The workspace is designed for collaboration, likely featuring open-plan areas, meeting rooms, and potentially dedicated design studios or collaborative zones to facilitate teamwork and brainstorming sessions. • Access to standard office technology, high-speed internet, and design software/hardware will be provided. Emphasis will be placed on tools that support digital design workflows and team collaboration. • Opportunities for direct interaction with the UX/UI Lead, fellow designers, Product Owners, and other key stakeholders are abundant, fostering a dynamic exchange of ideas and feedback. Work Schedule: • The typical work schedule is Monday to Friday. While the role is on-site, large organizations like AXA often offer some degree of flexibility in terms of start/end times, provided operational coverage and team coordination are maintained. This flexibility can be beneficial for managing focused design work and team syncs. 📝 Enhancement Note: The on-site requirement suggests that in-person collaboration, spontaneous discussions, and team cohesion are highly valued by AXA for this role, which is common in design-centric and operations-focused teams. 📄 Application & Portfolio Review Process Interview Process: • Initial Screening: A review of your resume and portfolio to assess alignment with the job requirements. Be prepared to articulate your experience with specific UX/UI projects and your understanding of digital operations. • Hiring Manager Interview: A discussion with the UX/UI Lead or Hiring Manager to delve deeper into your technical skills, design philosophy, and experience with design sprints, stakeholder management, and relevant tools. • Technical/Portfolio Review: A session where you will present and discuss your portfolio, walking through case studies that demonstrate your process, problem-solving skills, and impact on business/customer KPIs. Expect questions on your design decisions and how you handle challenges. • Cross-functional/Stakeholder Interview: An opportunity to meet with potential collaborators (e.g., Product Owners, business stakeholders) to assess your communication, interpersonal skills, and ability to integrate design into broader business objectives. • Final Interview: Potentially with a senior leader to discuss cultural fit, long-term career aspirations, and overall suitability for AXA. Portfolio Review Tips: • Curate Selectively: Choose 3-4 of your strongest projects that best represent your skills in UX/UI design, design operations, and impact on business goals. • Structure Your Case Studies: For each project, clearly outline: the problem, your role, the process followed (research, ideation, design, testing), the tools used, the solutions developed, and the measurable results or impact. • Highlight Operational Aspects: Emphasize your experience with design sprints, managing design frameworks, collaborating with stakeholders, and using tools like Jira/Confluence. • Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your designs (e.g., "improved conversion by X%", "reduced task completion time by Y%", "increased NPS score by Z points"). • Be Prepared to Discuss: Anticipate questions about your design choices, challenges faced, how you handled feedback, and how your work aligns with business objectives. Challenge Preparation: • You may be given a small design challenge or asked to critique an existing digital interface. • Focus on demonstrating your process: how you would approach understanding the problem, brainstorming solutions, and iterating based on feedback or data. • Practice articulating your thoughts clearly and concisely, linking your proposed solutions back to user needs and business goals. 📝 Enhancement Note: The emphasis on "end-to-end digital design sprint," "design delivery and optimization," and "managing the Company’s design framework and tools" suggests that the interview process will heavily scrutinize the candidate's ability to not just design creatively but also to operationalize design processes and deliver tangible results within a corporate structure. 🛠 Tools & Technology Stack Primary Tools: • Design & Prototyping: Figma, Sketch, InVision (explicitly mentioned for wireframing, mockups, and prototyping). Proficiency in at least one is essential, with familiarity in others being a strong advantage. • Collaboration & Project Management: Jira, Confluence (explicitly mentioned for collaborative tools). Essential for tracking design tasks, project progress, documentation, and team communication. Analytics & Reporting: • Familiarity with data analytics tools is listed as "good to have." This could include tools like Google Analytics, Adobe Analytics, or internal BI tools used by AXA for tracking user behavior, website performance, and campaign effectiveness. • Understanding how to interpret data to inform design decisions is crucial. CRM & Automation: • While not explicitly mentioned, a general understanding of how UX/UI integrates with CRM systems and marketing automation platforms used in financial services (e.g., Salesforce, Adobe Marketing Cloud) would be beneficial for understanding the broader customer lifecycle. 📝 Enhancement Note: The explicit mention of Figma, Sketch, InVision, Jira, and Confluence indicates these are critical tools for this role. Candidates should be prepared to discuss their experience and proficiency with these platforms, focusing on how they are used to streamline the design process and facilitate operational efficiency. 👥 Team Culture & Values Operations Values: • Customer Centricity: A core value focusing on understanding and prioritizing customer needs in all design and operational decisions. This translates to creating intuitive, user-friendly experiences that build trust. • Efficiency & Optimization: A drive to continuously improve processes and digital platforms to enhance performance, reduce errors, and deliver value more effectively. This aligns with the "operations" aspect of the role. • Collaboration & Teamwork: Strong emphasis on working together across functions to achieve common goals, sharing knowledge, and fostering a supportive environment. • Innovation & Agility: Encouraging new ideas and adapting quickly to evolving digital trends and customer expectations, while still maintaining operational rigor. • Integrity & Compliance: Upholding high ethical standards and ensuring all digital outputs adhere to financial services regulations and company policies. Collaboration Style: • Cross-functional Integration: The role requires seamless collaboration with Product Owners, business stakeholders, and development teams to ensure design solutions are aligned with business objectives and technically feasible. • Feedback-Driven: An environment where constructive feedback is regularly exchanged to refine designs and improve processes, fostering a culture of continuous improvement. • Knowledge Sharing: Encouraging the sharing of best practices, insights from user research, and learnings from design sprints to elevate the entire team's capabilities. 📝 Enhancement Note: AXA's values, typical of large financial institutions, will likely emphasize reliability, customer trust, and integrity. For this role, these are operationalized through consistent, user-friendly, and compliant digital experiences. ⚡ Challenges & Growth Opportunities Challenges: • Balancing User Needs with Business/Regulatory Constraints: Navigating the complexities of financial services regulations while ensuring a seamless and intuitive user experience can be challenging. • Driving Consistency Across Diverse Digital Assets: Maintaining a cohesive design framework and user experience across multiple platforms and initiatives within a large organization. • Stakeholder Alignment: Gaining buy-in and managing expectations from various stakeholders with potentially different priorities and perspectives. • Rapid Technological Evolution: Keeping pace with emerging digital trends and technologies to ensure AXA's digital offerings remain competitive and user-friendly. Learning & Development Opportunities: • Specialized Training: Access to internal and external training programs focused on advanced UX/UI techniques, design operations, and financial services digital best practices. • Industry Certifications: Opportunities to pursue recognized UX/UI certifications or specialized training in tools like Figma or Agile methodologies. • Mentorship: Guidance from experienced UX/UI Leads and senior colleagues within AXA's global network. • Exposure to Global Projects: Potential involvement in international projects, offering broader perspectives and experience in diverse market contexts. 📝 Enhancement Note: The challenges presented are typical for operational roles within established, regulated industries. Growth opportunities will focus on deepening expertise in design operations and navigating complex organizational structures. 💡 Interview Preparation Strategy Questions: • "Describe your experience with design sprints. How do you ensure they are effective and lead to actionable outcomes?" (Focus on process, facilitation, and output utilization). • "How do you balance user needs with business requirements and regulatory constraints in the financial services industry?" (Emphasize user-centricity, data-driven decisions, and compliance awareness). • "Walk me through a customer journey mapping exercise you led. How did you use the insights to improve the user experience?" (Showcase your process and impact). • "How do you manage conflicting feedback from different stakeholders on a design project?" (Highlight communication, negotiation, and prioritization skills). Company & Culture Questions: • "What do you know about AXA's digital initiatives or customer experience in the insurance sector?" (Research AXA's recent digital news, products, and stated customer experience goals). • "How would you contribute to maintaining consistency in UX/UI across AXA's diverse digital platforms?" (Discuss your understanding of design systems, style guides, and collaboration). • "Describe a time you challenged the status quo in a previous role to improve a digital product or process." (Focus on innovation, problem-solving, and positive outcomes). Portfolio Presentation Strategy: • Tell a Story: For each case study, clearly articulate the narrative: the user problem, your specific role and contribution, the design process, the solution, and the measurable impact. • Highlight Operational Skills: Explicitly mention your use of tools like Jira and Confluence, your experience with design sprints, and how you managed stakeholder expectations. • Quantify Results: Use data and metrics to back up your claims about the success of your designs. • Be Ready for Deep Dives: Anticipate detailed questions about your design decisions, wireframes, prototypes, and how you iterated based on feedback or testing. 📝 Enhancement Note: The interview preparation guidance should focus on demonstrating not just design talent but also operational proficiency, process management, stakeholder engagement, and a results-oriented mindset within the context of financial services. 📌 Application Steps To apply for this operations position: • Submit your application through the provided link on the AXA Taleo career portal. • Customize Your Resume: Tailor your resume to highlight keywords and responsibilities mentioned in this job description, specifically focusing on UX/UI design, design sprints, stakeholder collaboration, and experience with financial services. • Prepare Your Portfolio: Ensure your portfolio is up-to-date, showcases relevant projects (especially those demonstrating process management and business impact), and is easily accessible. Be ready to present specific case studies that align with the role's requirements. • Research AXA: Understand AXA's mission, values, and recent digital initiatives. Familiarize yourself with their approach to customer experience in the insurance sector. • Practice Interview Responses: Prepare answers to common UX/UI interview questions, focusing on behavioral examples that demonstrate your problem-solving, collaboration, and operational skills. Practice articulating your design process and the impact of your work. ⚠️ 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.