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Customer Experience & Digital, Group Business Banking in Singapore at UOB Group

Date Posted: 7/22/2018

Job Snapshot

Job Description

Functional area: Business Banking
Employment type: Full-time
Job Type: Permanent

Job Description:
  • Working with customer experience and technology leadership across the organization to define an ambitious and differentiating approach to customer experience and engagement with SMEs, using tech to help drive ease of banking with UOB.
  • Leverage on mobile applications and new technologies to build an effective ‘segment-of-one’ continuous engagement with customers, allowing customers a ‘single/consistent point of contact access’ and build overall better customer satisfaction
  • Design ‘new economy’ workflow, collaboration / co-creation and facilitation of workshops among stakeholders to achieve .
  • Analyse and synthesize research findings to develop valuable insights for follow-up actions.
  • Maintain keen awareness of industry trends and emerging players
Role Responsibility: 

Strategy & Planning
  • Ability to garner customer insights to prioritize action plan
  • Ability to utilize digital platforms or digitization to lift customer experience.
  • Ability to roadmap the deliverables from MVP to post MVP phases.
  • Work closely with local compliance and legal to understand regulatory framework.
Project Management & Execution
  • Customer journey mapping to get an end-to-end, holistic and omni-channel view. Strong process mapping/ re-engineering skills. Good understanding of L1, L2 and L3 process mapping.
  • Manage multi-stakeholders and influence all to deliver the outcome
  • Strong implementation skills including project management, testing and problem resolution.
  • Monitor user inputs and feedback. Refine and modify journey.