Customer Experience Transformation Lead, Singapore

1 week ago


Singapore United Overseas Bank Full time
About United Overseas Bank

As a leading bank in Asia, United Overseas Bank Limited (UOB) operates through its head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, and Thailand.

We have been guided by our values - Honorable, Enterprising, United, and Committed - for over 80 years. Our history spans more than eight decades, during which we have consistently strived to do what is right, build for the future, work as one team, and pursue long-term success.

Job Overview

We are seeking a Customer Experience Transformation Lead to join our Channels & Digitalization function. In this role, you will be responsible for uplifting customer experience across key touchpoints of the bank, including Bank Branches, Self-Service Banking Machines, and Money Changing Counters.

Key Responsibilities
  • Design and deliver service training programs for branch staff on skillsets to deliver exceptional services and delight customers at human touchpoints.
  • Drive service campaigns to ensure that exceptional service can be consistently delivered across network branches.
  • Lead a team of Client Experience Managers in the execution of service initiatives.
  • Engage service champions and internal stakeholders to improve service gaps and delivery.
Requirements

To be successful in this role, you will need:

  • A degree in Business or a Service-Related field.
  • At least five years of experience in service training, management of service metrics such as NPS in banking or hospitality industries.
  • A positive and self-motivated individual with a strong customer focus mindset.
  • Excellent communication skills with a good command of language and interpersonal skills to engage diverse groups of stakeholders.
  • Innovativeness, ability to create and innovate new experiences at touchpoints.
  • The ability to multitask and work in a fast-paced environment under tight deadlines.

We offer a competitive salary of SGD 120,000 per annum, commensurate with experience. If you are a motivated and results-driven professional looking for a challenging role, please apply now.



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