VP2, Customer Experience & Digital (Emerging Enterprise)

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

A. Customer Experience Strategy & Insights

• Define and maintain the Business Banking customer experience (CX) framework aligned with business strategy.

• Translate customer insights (VoC, RFi, research, complaints, competitor benchmarking) into actionable journey and service improvements.

• Own customer experience outcomes, including NPS, CSAT, and journey-level KPIs, and drive remediation plans where gaps arise.

B. Journey Simplification & Process Transformation

• Own end‑to‑end simplification of priority customer journeys across sales, onboarding, servicing, and post‑sales.

• Work with Risk, Operations, Product, and Frontline teams to redesign processes, digitise steps, and remove unnecessary friction.

• Establish journey performance benchmarks (TAT, first‑time‑right, fallout, rework) and track improvements.

C. Digital Platform Enablement

• Act as the BB business owner for digital platforms from a CX and journey perspective.

• Define business requirements, user journeys, role design, and experience principles for new and enhanced digital capabilities.

• Partner with Technology, Digital, Analytics, and Channels teams to deliver platform initiatives on time and to intended outcomes.

• Oversee launch readiness, user adoption tracking, and post‑implementation performance reviews.

D. Governance & Stakeholder Management

• Ensure CX and digital initiatives meet governance, risk, and control standards.

• Represent Business Banking CX/Digital interests in forums such as Digital Council, journey squads, and transformation working groups.

• Engage vendors and fintech partners on experience and digital enablement initiatives as required.

Job Requirements

• Bachelor’s degree in Business, Finance, Economics, or related discipline.

• 10–12 years of experience in Customer Experience, Digital Transformation, Business Banking, or related roles.

• Strong hands‑on experience in journey design, platform enablement, and change delivery.

• Ability to influence without authority across multiple stakeholders.

• Highly customer‑centric with structured problem‑solving skills

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.

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