Customer Experience Transformation Lead

1 day ago


Singapore United Overseas Bank Full time

About United Overseas Bank

United Overseas Bank Limited is a leading bank in Asia with a strong commitment to delivering exceptional customer experiences. Our Channels & Digitalization function is responsible for enabling end-to-end seamless connectivity for our customers across all physical and digital touchpoints.

About the Role

We are seeking a highly skilled Customer Experience Transformation Lead to join our team. The ideal candidate will have a strong service mindset, excellent communication skills, and the ability to wear customers' lenses in their work.

Key Responsibilities

  1. Design and deliver service training programs for our branch staff to enhance their skillsets and deliver exceptional services at our human touchpoints.
  2. Drive service campaigns to ensure consistent delivery of exceptional service across our network branches.
  3. Lead a team of Client Experience Managers in executing service initiatives and improving service gaps.
  4. Engage service champions and internal stakeholders to address service delivery issues.
  5. Track and monitor Net Promoters Scores and service metrics, identifying service gaps and initiatives to uplift NPS and Branch Trust Index.
  6. Conduct comparative studies of service delivery and best practices, translating them into actionable initiatives to convert passive customers to promoters.
  7. Work with internal stakeholders on end-to-end customer journeys to improve Net Promoter Score and branch service metrics.

Requirements

  • Degree in Business or Service-Related Degree
  • At least 5 years of experience in service training, management of service metrics such as NPS in banking or hospitality industry
  • Positive and self-motivated individual with strong customer focus mindset
  • Excellent communication with good command of language and interpersonal skills
  • Innovativeness, ability to create & innovate new experiences at touchpoints
  • Able to multi-task and work in a fast-paced environment under tight deadlines


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