FVP/VP, Customer Experience
3 weeks ago
FVP/VP, Customer Experience & Strategic Projects, GCD
Posting Date: 13-May-2023 Location:PBC Area Main (City Area), Singapore, 048624
Company: United Overseas Bank Ltd
About UOB
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.
About the Department
The Channels & Digitalization function enables end-to-end seamless connectivity for UOB customers across all physical and digital touchpoints of the Bank. Designed to be in tune with our customers’ banking preferences, we strive to enhance engagement and deliver exemplary experiences across our network of branches, self-service machines and digital platforms. We collaborate with FinTech ecosystem partners to keep abreast of developments in the FinTech innovation space and to embed ourselves in our customers’ lives. We also harness customer insights to help us deliver new business models and digital innovations, and to build deeper relationships with our customers.
Job Responsibilities
In search of a true breed customer experience practitioner to be part of the Customer Experience & Strategic Projects, responsible for uplifting customer experience across key touchpoints of the bank; Bank Branches, Self Service Banking Machines and Money Changing Counters.
The individual should possess a strong service mindset with “Customer First” and able to wear customers’ lens in the course of work. He/She will be responsible for building service culture within Group Channels and Digitalisation, and improve Net Promoter Scores and Bank Trust Index.
Service Training and Campaigns
Design and deliver service training programs for our branch staff on skillsets to deliver exceptional services and delight customers at our human touchpoints. Drive service campaigns to ensure that exceptional service can be consistently delivered across network branches. Lead a team of Client Experience Manager in execution of service initiatives. Engage service champions and internal stakeholders to improve service gaps and delivery.Uplift NPS and Service Metrics
Track and monitor Net Promoters Scores and Service Metrics as such queue time. Identify service gaps and initiative services to uplift NPA and Branch Trust Index Work with internal stakeholders on end-to-end customer journey to improve Net Promoter Score and branch service metrics. Conduct comparative studies of service delivery & best practices and translate into actionable initiatives to convert passive customers to promoters.Feedback and Complaint Management
Work with touchpoints to investigate Track and monitor feedback and complaints from formal and informal sources. Perform root cause analysis and engage internal stakeholders on resolution to address. Lead and work with stakeholders to implement improvements on issues identified.Customer Journey Mapping
Develop persona and identify actions to address unique needs in each customer persona. Design and drive execution and consistency of customer journey for different episodesAny other projects and duties assigned.
Job Requirements
• Degree in Business or Service-Related Degree preferred
• 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 with ability to engage diverse group of stakeholders;
• Innovativeness, ability to create & innovate new experience at touchpoints.
• Able to multi-task and work in a fast-paced environment under tight deadlines.
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