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About me

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Experiences

Experiences

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Great Eastern Life

Lead UX Designer

2024 - Present

  • Led end-to-end design and strategy across Great Eastern's digital ecosystem, covering the GE App, regional ePay, corporate website and Employee App.

    • Digitised high-volume servicing journeys, reaching 80% straight-through processing.

    • Balanced business priorities, regulatory needs and user feedback to drive strategic key journey enhancement.

  • Led end-to-end design and strategy across Great Eastern's digital ecosystem, covering the GE App, regional ePay, corporate website and Employee App.

    • Digitised high-volume servicing journeys, reaching 80% straight-through processing.

    • Balanced business priorities, regulatory needs and user feedback to drive strategic key journey enhancement.

  • Directed regional app design and migration across Singapore, Malaysia and Takaful, aligning cross-market requirements and delivery timelines.

    • Rebuilt and scaled the design system with updated components to drive consistency and scalability across mobile, tablet and web.

  • Led Protection Explorer from concept to launch, including the product vision, customer-to-agent experience and engagement strategy. The tool was nominated for the UX Design Awards and featured at Singapore FinTech Festival.

  • Built and scaled UX team processes to improve delivery quality and consistency.

    • Co-developed a UX measurement framework to track and improve experience quality across customer touchpoints.

    • Streamlined team workflows and tools to support more consistent delivery.

  • Built and scaled UX team processes to improve delivery quality and consistency.

    • Co-developed a UX measurement framework to track and improve experience quality across customer touchpoints.

    • Streamlined team workflows and tools to support more consistent delivery.

  • Partnered with product, business, customer service and IT to align on goals and shape customer-centric solutions.

  • Mentored designers and interns through onboarding and design critique to strengthen design capability.

Great Eastern Life

Senior UX designer

2022 - 2023

  • Redesigned the payment gateway to create a consistent, regionalised experience across Singapore, Malaysia and Brunei.

  • Drove the SGFinDex implementation in the GE App and enabled consent-based sharing of financial data with agents to support more efficient financial planning.

  • Defined the concept and engagement strategy for high-impact journeys including premier client onboarding and policyholder wellbeing.

  • Co-founded Great Eastern's first design system, onboarding four digital platforms and improving consistency, scalability and delivery speed.

  • Delivered UX artefacts to support end-to-end delivery, from journey maps and information architecture to wireframes and high-fidelity prototypes.

Great Eastern Life

UX designer

2020 - 2021

  • Designed end-to-end single sign-on flows for Great Eastern’s digital platforms with Singpass and biometric login.

  • Managed two online research communities with more than 1,000 customers and 500 agents.

    • Conducted 30+ research studies annually, achieving a 30% response rate.

    • Synthesised research findings into actionable insights and stakeholder sharebacks.

  • Managed two online research communities with more than 1,000 customers and 500 agents.

    • Conducted 30+ research studies annually, achieving a 30% response rate.

    • Synthesised research findings into actionable insights and stakeholder sharebacks.

  • Translated business and technical requirements into user flows, wireframes and high-fidelity prototypes.

  • Led design reviews with stakeholders and real users to validate concepts and refine solutions.

Maltem Consulting Group

UXUI consultant

2018 - 2019

  • Designed an award-winning financial planning simulation tool that improved agent sales conversion.

  • Improved existing features by aligning user research insights to business goals.

  • Delivered user flows, wireframes, high-fidelity prototypes and information architecture across complex requirements.

  • Facilitated design thinking workshops and mentored junior designers and students.

Education

Education

National University of Singapore

Bachelor of Arts (Hons) in Industrial Design

2014 - 2018

Eindhoven University of Technology

Student Exchange Programme

(Industrial Design)

2017

Singapore Polytechnic

Diploma in Tourism and Resort Management

2011 - 2014

Achievements

Achievements

UX Design Awards 2024

Protection Explorer

Nominated

Singapore Fintech Festival 2023 & 2024

Protection Explorer

Product showcase

NUS, Division of Industrial Design

TAP App - Improve job opportunities for the disabled

1st place (Social Design)

NUS, Division of Industrial Design

PICKIT - Design for Policy - Foreign Domestic Worker

2nd place (Service Design)

jomains.n@gmail.com