Process Management & Customer Experience Manager

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

About the Department

Personal Financial Services: We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

Overview of the Role

This position requires a proactive and customer centric mindset one to strengthen customer experience and customer-facing processes across our retail banking products and channels.

This role leads improvement initiatives by driving insights-based decision-making, enhancing end to end banking journeys, and ensuring consistent delivery of our service standards across branch, contact centre, digital, and back-office operations.

The responsibilities include (not exhaustive) customer journeys mapping, uncovering, and analysing customer insights coordinating across functions and support strategic CX initiatives that improve trust, transparency, and ease of banking for our customers.

Job Responsibilities

1. Research and Insights.

• Analyse and synthesise customer data and insights from multiple

sources (e.g. NPS, complaints, service requests, feedback channels) to identify improvement opportunities across the customer journey.

• Translate insights into clear, actionable recommendations that drive tangible enhancements to customer experience.

• Identify trends, root causes, drivers of dissatisfaction, and emerging patterns to inform process, policy, and service improvements.

2. Customer Excellence & Process Management.

• Conduct end-to-end mapping of key customer facing processes / journeys to identify friction points, service gaps, and optimisation opportunities.

• Lead and support the design and implementation of improvements across customer journeys, operational processes, and service performance.

• Collaborate with cross-functional stakeholders across Group and Country to track progress, dependencies, and completion timelines identified initiatives.

• Perform quality reviews and audits of complaint samples in partnership with frontliners and set up a structured feedback loop to drive continuous service improvement.

3. Performance Monitoring and Reporting

• Monitor the impact of CX initiatives through measurement frameworks (e.g. NPS, complaints, journey KPIs, etc.) and continuous feedback loops.

• Manage operational CX tasks, including to prepare monthly/ annual/ ad-hoc reports, process documentation, review customer script for frontline, and knowledge base updates (as assigned).

• Produce clear, concise, and insights-driven CX updates and materials for management reviews, governance forums, and senior stakeholders.

4. Stakeholder and Team Collaboration:

• Facilitate regular meeting cadences, workshops, and working groups to gather insights and drive alignment on customer experience and service standards.

• Build strong, trusted working relationships across functions, influencing outcomes and driving alignment.

Yêu cầu công việc

• Bachelor’s degree in Banking, Communications, or related field.

• 3-5 years in banking product and/or customer experience.

• Strong analytical skills, able to interpret data and translate insights into actions, and ability to manage multiple priorities independently.

• Strong communication skills in English and Vietnamese.

• Ability to effectively collaborate with own team and internal stakeholders to deliver the task outcomes.

• Creativity, initiative, and drive: an advocate for innovative thinking, cultural development, with a results mindset.

• Ability to adapt to change in a fast-paced environment.

Quyền lợi

• Thưởng: Annual Salary Review Performance Bonus
• Chăm sóc sức khoẻ: Healthcare Insurance Policy; Annual Health Check-Up Program
• Nghỉ phép có lương: Annual Paid Leave
• Khác: Staff Housing Loan Policy (Mortgage) Tenure Policy (Long-service award)