Director User Experience
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
Join our global team for a career filled with opportunities to solve challenges both small and large local and global simple and complex.
About Us
Wilhelmsen is a global maritime industry group founded in 1861. We have the biggest maritime network in the world with a presence in over 540 offices globally. Our mission is to shape the maritime industry by delivering innovation sustainability and unparalleled customer experiences to enable global trade and a more sustainable future. We serve over half of the worldwide merchant fleet with products and services and supply crew and technical management for some of the most complex vessels in the world.
Global Business Services (GBS) is an in-house service provider specializing in HR Finance and Technology for Wilhelmsen - providing high quality scalable reliable solutions that drive efficiency enhance customer experience andcost-efficient business support services
Who we are looking for:
We are seeking a visionary Director User Experience to lead and elevate our global end-user support (L1 & L2) function. This role will drive the strategy and execution of Digital Workspace services ensuring a seamless high-quality and cost-effective user experience across the organization.
You will report to the Vice President Technology. You will collaborate closely with cross-functional Tech teams and business leaders within GBS to enable operational excellence strengthen service governance and continuously improve the digital workplace experience.
The ideal candidate is a strong people leader with the ability to influence senior stakeholders optimize service delivery models and align technology capabilities with evolving business needs all while operating within defined budgets and corporate governance frameworks.
What its like to work with us:
Wecan offeraculture and work environment of strong leadership career development work-life balance and a job that is both challenging and stimulating including the opportunity to work in a truly global company. Our organization thrives by using moderntools including Workday / ServiceNow HR and is eager to utilizethe businessopportunities that comeswithnewdigitaltools and skills.
Beyond this we can offer competitive terms and conditions as well as a wide range of local benefits including Flexible Work Arrangement Group Insurance Coverage Additional EPF contribution and Competitive Medical cum Flexi Benefits.
What you will work on:
Lead global and local Tech Support ensuring consistent high-quality delivery worldwide
Drive proactive insight-led support and continuous service improvement
Optimize ServiceNow as the central portal for requests support and knowledge
Champion automation self-service and zero-touch delivery for a seamless user experience
Set and maintain global standards for IT equipment and Digital Workspace services
Manage vendors and partner with Tech Procurement on contracts and commercial governance
Track KPIs SLAs and customer satisfaction to ensure service excellence
Provide clear guidance training and resources for users across GBS Tech Services
Standardize processes and support models across all Tech areas
Lead develop and inspire teams fostering customer focus curiosity inclusiveness and cross-functional collaboration
Qualifications you have for this role:
Bachelors degree in Computer Science Information Technology IT Management or equivalent experience
5 years managing support teams including offshore vendors or internal teams
3 years experience in international customer delivery
Proven expertise in strategy governance and operational frameworks (e.g. ITIL Lean)
Strong team and project management skills; able to lead high-performing service-oriented teams
Self-motivated solution-oriented and capable of driving change initiatives
Comfortable bridging Business and Technology challenging the status quo and modernizing support functions
Data-driven mindset promoting accessible high-quality information across the organization
Excellent communication and relationship-building skills able to convey complex technological concepts clearly
Location:
The position will be based in Kuala Lumpur office located at KL Sentral which is a strategic work location with convenience travelling by Monorail Rapid Kelana Jaya Line MRT and KTM services as well as easy to get to go by public transportation.
What we offer:
5-days work week including complying with Malaysias Public Holiday
International work environment and culture
Great learning and development opportunities
Hybrid working arrangement (3 days in the office 2 days remotely)
How to apply:
Sounds interesting If you see yourself fitting into this role please let us know why the role interest you. Apply online through our career portal at under Current Vacancies by creating a Candidate Home account and thereafter upload your resume and expected salary.
Please note that all positions at Wilhelmsen are subject to reference and ID checks. For certain roles additional background screening may be required.
Required Experience:
Director
Key Skills
- CSS
- InVision
- Balsamiq
- HTML5
- Information Architecture
- Ux
- Usability
- Fireworks
- User Research
- UI
- Axure
- Experience Design
About Company
Our vision is to shape the maritime industry. Through innovation, expertise, quality products and services we are able to meet the challenges and needs of the world's global fleet.
