Senior VP, Transformation & Data Analytics, Group Customer Advocacy

Company: 1011 United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

Make a meaningful difference to our customers and the Bank

Group Customer Advocacy (GCA) is seeking passionate and driven individuals who are committed to enhancing customers' banking experience. Customer experience is a key long-term competitive differentiator for the Bank and is central to our commitment to being “Right By You.”

As the Bank’s independent Customer Advocate, GCA plays a critical role in promoting customer-centricity and fair dealing across the organisation. The team provides constructive challenge from the customer’s perspective to ensure that customer interests remain at the heart of decision-making.

This role offers a unique opportunity to influence enterprise-wide customer experience outcomes, shape the Bank’s customer advocacy agenda, and contribute to a stronger customer-centric culture across the organisation.

Key Responsibilities

• Support the transformation and operationalisation of the Bank’s independent Customer Advocate function in line with evolving MAS regulatory expectations, including the establishment of appropriate governance frameworks, processes, and controls.
• Partner with business and functional teams to review and redesign customer-related workflows, improving productivity, effectiveness, and service outcomes across all customer segments.
• Leverage AI, data analytics, and customer insights to identify material complaints, monitor emerging and recurring complaint trends, and strengthen the Bank’s enterprise-wide customer issue management capabilities.
• Collaborate with stakeholders across the Bank to analyse customer journeys, address pain points, and drive sustainable improvements to customer experience while ensuring fair dealing principles are consistently upheld.
• Develop and implement customer-centricity initiatives that foster a strong customer-first culture and embed customer advocacy into the Bank’s strategy, operations, and decision-making processes.

Requirements

We are seeking candidates who:

• Have a strong passion for improving customer outcomes.
• Enjoy working across functions and engaging diverse stakeholders.
• Are analytical, curious, and comfortable working with data and insights.
• Thrive in a transformation environment and are motivated to drive meaningful change.
• Believe in balancing business objectives with customer fairness and advocacy.

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