The UI/UX & CX Expert. That's Kesavan.

UX & CX,
Engineered for Clarity

Let's Talk Download Resume
8
Product / Project
12+
Years experience
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About Me

My Journey

Customer Journey and Customer Experience leader with 12+ years of experience driving digital transformation, UX strategy, and end-to-end customer journey optimisation across enterprise B2B and B2C platforms. I've led CX strategy across 8 enterprise digital products for users in 25+ global markets, mapping 120+ end-to-end touchpoints to surface 60+ customer pain points and turning findings into prioritised product roadmaps. My toolkit spans Customer Journey Mapping, Service Design, Voice of Customer (VoC) research, NPS, CSAT, Microsoft Clarity, Google Analytics, and AI-assisted UX workflows, and I've used it to produce 100+ UX deliverables and partner with 100+ stakeholders, from senior leadership to engineering and sales. Strong track record of leading cross-functional teams, facilitating Design Thinking workshops, mentoring designers, and establishing enterprise UX governance and design systems that improve business performance, digital adoption, and user satisfaction.

8
Enterprise products
25+
Global markets
120+
Touchpoints mapped

Capabilities Overview

What I Bring

01

UI/UX & Product Design

Enterprise UI systems, wireframes, prototypes, and scalable design languages across multi-product ecosystems.

02

Customer & Client Experience (CX)

Journey mapping, service design, and Voice of Customer research that align business goals with real user needs.

03

AI-Assisted UX & Research

Leveraging generative AI to accelerate ideation, documentation, and design exploration without losing rigor.

04

Design Systems & Governance

Building and maintaining reusable components, UX governance, and accessibility standards at enterprise scale.

05

Workshop Facilitation & Leadership

Running Design Thinking sessions and mentoring designers, translating insight into measurable product impact.

06

Data-Driven Iteration

Analysing Voice of Customer, NPS, CSAT, Microsoft Clarity, and Google Analytics to drive design decisions.

Signature Offering

Design Thinking Facilitator

I am a Design Thinking Facilitator who leads teams to think beyond screens and solutions. Each quarter, I design and facilitate hands-on Design Thinking sessions with 10–12 team members, guiding them to apply empathy, problem framing, ideation, prototyping, and testing in real work and real products.

By translating Design Thinking into practical, everyday actions, I help teams move from assumptions to insight, align around user needs, and build products with purpose, clarity, and measurable impact.

Design Thinking workshop session Team collaborating in workshop Workshop facilitation moment Design Thinking session in progress
Selected Work

Enterprise UI/UX and CX,
Built to Perform

Impact at DKSH

Current Achievements in DKSH

A snapshot of the scale and outcomes across the products I own and support at DKSH, from enterprise ordering platforms to research initiatives shaping the product roadmap.

UI/UX Design

EasyOrder

Sales Representative Ordering Platform

  • Led UX strategy and end-to-end redesign for a B2B ordering platform used across 5 APAC markets.
  • Owned 40+ user journeys and interaction flows spanning mobile and web experiences.
  • Delivered 120+ high-fidelity UI screens and a reusable design component library.
  • Cut order-creation complexity by an estimated 30–40% through workflow simplification.
  • Lifted task-completion efficiency by an estimated 25–35% through UX optimisation.
View case study
UI/UX Design

ConnectClient

Client Portal

  • Led UX and CX strategy for a client platform supporting 5 regional markets.
  • Designed 50+ enterprise workflows spanning orders, returns, inventory and customer management.
  • Simplified information architecture, improving navigation efficiency by ~35%.
  • Reduced clicks for common tasks by ~25%, speeding up everyday use.
  • Produced 25+ personas, journey maps and service blueprints to align teams.
View case study
UI/UX Design

PM SalesForce

Salesforce CRM

  • Led UX improvements for a Salesforce CRM used across 20+ global markets.
  • Redesigned 30+ CRM workflows, including quotation, opportunity and pipeline management.
  • Improved sales-process efficiency by an estimated 20–30%.
  • Built reusable UI patterns to improve consistency across Salesforce modules.
View case study
UI/UX Design

Client & Customer Experience Research

Enterprise-wide Journey Rediscovery Initiative

  • Led an enterprise-wide Customer Journey Rediscovery initiative covering 100+ touchpoints.
  • Mapped 120+ end-to-end journey stages across Client, Customer and Internal Operations.
  • Analysed 200+ NPS and CSAT survey responses to ground findings in data.
  • Produced 40+ strategic CX recommendations, presented to senior leadership.
View case study
UI/UX Design

Employee Expense Claim

Finance & HR Self-Service

  • Redesigned the expense submission journey, cutting user effort by ~35%.
  • Streamlined the approval workflow across Finance and HR stakeholders.
  • Designed 20+ user flows and fully responsive interfaces.
View case study
UI/UX Design · Case study coming soon

Track & Trace

Logistics Tracking Experience

  • Designed an end-to-end logistics tracking experience spanning 20+ countries.
  • Simplified logistics workflows, cutting search effort by ~30%.
  • Delivered 20+ logistics tracking interfaces with Supply Chain and Operations teams.
UI/UX Design · Case study coming soon

Digital Space

Enterprise Collaboration Platform

  • Led UX improvements across an enterprise collaboration platform.
  • Designed 30+ screens supporting employee self-service.
  • Improved content discoverability by ~30% through consistent design patterns.
UI/UX Design · Case study coming soon

E-Documents

Finance Document Platform

  • Led UX/CX strategy for a secure document platform spanning 2 business units in 2 countries.
  • Delivered 55+ UI screens, 30+ user journeys and reusable design components.
  • Cut document-retrieval effort by ~35% via improved search, filtering and IA.

Career Journey

Work Experience

Senior UI/UX Designer / Client and Customer Experience Lead
DKSH · Selangor
Feb 2021 – Present
  • Led Customer Experience (CX) strategy across 8 enterprise digital products, delivering end-to-end customer journey improvements for B2B and B2C users across 25+ global markets
  • Directed UX strategy and product experience for EasyOrder, ConnectClient, PMSF, Track & Trace, E-Document, Employee Expense Claims, Digital Space, and other enterprise platforms supporting thousands of internal and external users
  • Led customer journey mapping across 120+ end-to-end touchpoints, identifying 60+ customer pain points and translating findings into prioritised product roadmaps
  • Conducted Voice of Customer (VoC) research using NPS, CSAT, Microsoft Clarity, Google Analytics, stakeholder interviews, focus groups, and usability testing, driving data-informed product decisions
  • Facilitated 30+ Design Thinking workshops involving Product Owners, Business Analysts, Engineering, Sales, and Operations to co-create customer-centric digital solutions
  • Produced 100+ UX deliverables, including customer journey maps, service blueprints, personas, user flows, wireframes, prototypes, and research reports
  • Established enterprise UX governance and scalable design systems, improving design consistency across 8 digital platforms
  • Collaborated with 100+ stakeholders, including senior leadership, regional business teams, developers, and product managers across APAC and global markets
  • Leveraged AI-assisted UX workflows (ChatGPT, Claude, Microsoft Copilot, and Gemini) to accelerate research, content generation, and design processes, reducing design delivery effort by approximately 30%
  • Presented customer insights, UX strategies, and KPI dashboards to executive leadership, influencing digital transformation initiatives and CX investment decisions
Lead Media Designer
Spring Professional · Kuala Lumpur
Jul 2019 – Feb 2021
  • Led UI/UX, digital, and customer-focused design initiatives across recruitment and digital platforms
  • Designed user-centred interfaces, landing pages, and digital experiences aligned with business goals and usability best practices
  • Collaborated with marketing, IT, and business stakeholders to deliver user-focused design solutions
Senior Graphic Designer
Shift Holding Berhad · Selangor
Oct 2015 – Jul 2019
  • Led digital, UI, and brand design for MaxxOil and Maxx'N Go across web, mobile application, and marketing channels
  • Designed UI for websites and web applications with a focus on usability and visual consistency
  • Worked closely with product managers, vendors, and marketing teams to deliver end-to-end campaigns
Graphic Designer
Bloomingdale World Partner · Kuala Lumpur
Sept 2014 – Oct 2015
  • Designed print, digital, and social media assets aligned with client brand guidelines
  • Supported creative concept development and production execution

Certifications

  • Google UX CertificateCoursera
  • Figma for BeginnersCoursera
  • UI/UX CertificateGreat Learning
  • Artificial Intelligence and Business StrategyLinkedIn
  • Customer Experience: Journey MappingLinkedIn
  • Become an AI-Powered People ManagerLinkedIn
  • How to Create Great Customer ExperiencesLinkedIn
  • Boosting Your Time Management with AI ToolsLinkedIn
  • Stakeholder Management and Communication for Senior Leaders and ExecutivesLinkedIn
  • Customer Experience (CX) TrendsLinkedIn
  • Design Research: Enhancing the Designer-Client RelationshipLinkedIn
  • Leverage AI in Data Analytics: From Automation to StorytellingLinkedIn

Education

  • Diploma in Graphic DesignSelangor · 2015

Languages

  • EnglishProfessional working proficiency
  • Bahasa MelayuNative
  • TamilNative
Photoshop Illustrator InDesign Adobe XD Lightroom After Effects Premiere Pro Figma Miro Sketch

FAQ

Got any questions?

What kind of projects do you work on?

My day-to-day work is enterprise Customer Experience and UI/UX: customer journey mapping, service design, and end-to-end product design for large B2B and B2C organizations, including ordering platforms, client portals, CRM tools, and unified product portals, spanning 25+ global markets. I also take on graphic design and branding work outside of that core focus.

Are you open to new opportunities?

I'm currently a Senior UI/UX Designer and Client & Customer Experience Lead at DKSH, but I'm always happy to hear about interesting roles, consulting projects, or collaborations. Reach out and let's talk.

Do you run Design Thinking workshops for other teams?

Yes. I facilitate hands-on Design Thinking sessions that help teams move from assumptions to insight, apply empathy and problem framing, and build products with purpose and clarity. Happy to discuss what that could look like for your team.

What tools do you work in?

Figma, Miro, and Sketch for design and collaboration, plus the Adobe Creative Suite (Photoshop, Illustrator, InDesign, XD, Premiere Pro, and After Effects) for graphic and motion work.

How can I get in touch?

Email is best: kaay231194@gmail.com, or use the contact form below. I usually reply within a day or two.

Get in touch

Let's design something clear together.

Open to Manager and Senior Manager roles in UI/UX and Customer and Client Experience (CX)(CIX), design leadership, and enterprise product design engagements. Based in Damansara, Malaysia.