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