Customer Experience & Digital, Group Commercial Banking
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.
Job Description
As a Customer Experience & Digital professional at United Overseas Bank Ltd, you will be instrumental in shaping and enhancing our customers' digital interactions and overall experience with the bank. This role focuses on understanding customer needs, optimizing digital journeys, and driving innovative solutions to deliver a seamless and delightful banking experience.
Job Responsibilities:
* Design, develop, and implement customer experience strategies and initiatives across various digital touchpoints, including mobile banking, online platforms, and other digital channels.
* Conduct in-depth customer journey mapping, user research, and data analysis to identify pain points, opportunities for improvement, and unmet customer needs.
* Collaborate closely with product management, technology, marketing, and operations teams to translate customer insights into actionable digital solutions and product enhancements.
* Lead the development and implementation of A/B testing, usability studies, and other experimentation methodologies to optimize digital interfaces and workflows.
* Monitor and analyze key customer experience metrics (e.g., NPS, CSAT, digital engagement) to track performance, identify trends, and report on the effectiveness of digital initiatives.
* Stay abreast of industry best practices, emerging digital technologies, and competitive landscapes to identify opportunities for innovation and differentiation.
* Champion a customer-centric culture within the organization, advocating for customer needs and perspectives in all digital development processes.
* Develop and deliver training and communication materials to ensure effective adoption of new digital features and processes by both customers and internal stakeholders.
Job Qualifications:
* Bachelor's degree in Business, Marketing, Computer Science, Information Systems, or a related field. Master's degree preferred.
* Minimum of 5-7 years of experience in customer experience, digital product management, UX/UI design, or a similar role within the financial services industry.
* Proven track record of successfully leading and implementing digital customer experience initiatives.
* Strong understanding of digital banking platforms, mobile applications, and online self-service tools.
* Proficiency in customer journey mapping, user research methodologies, and data analysis tools.
* Excellent analytical, problem-solving, and communication skills, with the ability to articulate complex concepts to both technical and non-technical audiences.
* Demonstrated ability to collaborate effectively with cross-functional teams and manage multiple projects simultaneously.
* Experience with agile development methodologies is a plus.
Additional Requirements
Be a Part of the UOB Family
UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.
Apply now and make a Difference
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