Jessie Lai
Senior User Experience Designer @ANZ
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WORK HISTORY
Senior User Experience Designer @ANZ
Melbourne, AU
Led end-to-end design for “Manage Loan” to deliver a flexible, self-service home loan experience, improving customer satisfaction while reducing support dependency and operational costs.• Directed design across multiple home loan domains to enable scalable, cross-team collaboration, accelerating delivery velocity and design consistency.• Led mixed-method user research to validate designs and surface friction points, reducing design rework cycles.• Mentored junior designers via 1:1s and reviews, resulting in one internal promotion and increased design maturity across the team.• Shaped the experience for ANZ’s first in-app onboarding to digitise account creation, enabling new accounts to be opened in minutes by 100–200 customers daily.
EDUCATION
General Assembly
User Experience Design
RMIT University
Bachelor of Arts (BA), Communication Design
RMIT University
Diploma, Graphic Arts
SKILLS
ABOUT JESSIE LAI
I’m a Senior Product Designer with a decade of experience shaping intuitive, human-centred mobile experiences. I’m passionate about solving complex problems through clear, accessible design. My work is grounded in research, delivered with craft, and focused on outcomes.
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