Customer Experience Manager

6 days ago


Singapur, Singapore United Overseas Bank Full time
About United Overseas Bank

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of over 500 branches and offices in 19 countries and territories. Our history spans over 80 years, guided by our values of Honorable, Enterprising, United, and Committed.

About the Department

The Channels & Digitalization function enables seamless connectivity for UOB customers across all physical and digital touchpoints. We strive to enhance engagement and deliver exemplary experiences across our network of branches, self-service machines, and digital platforms.

Job Responsibilities

We are seeking a Customer Experience Manager to uplift customer experience across key touchpoints of the bank. The ideal candidate will possess a strong service mindset, excellent communication skills, and the ability to engage diverse stakeholders.

Key Responsibilities:
  • Design and deliver service training programs for branch staff to deliver exceptional services and delight customers.
  • Drive service campaigns to ensure consistent exceptional service across network branches.
  • Lead a team of Client Experience Managers in executing service initiatives.
  • Engage service champions and internal stakeholders to improve service gaps and delivery.
  • Track and monitor Net Promoters Scores and Service Metrics to identify service gaps and initiatives to uplift NPS and Branch Trust Index.
Requirements:
  • At least 5 years of experience in service training, management of service metrics in banking or hospitality industry.
  • Positive and self-motivated individual with strong customer focus mindset.
  • Excellent communication and interpersonal skills with ability to engage diverse stakeholders.
  • Innovativeness, ability to create and innovate new experiences at touchpoints.


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