United Overseas Bank Ltd (UOB)

Lead - Serve Performance - Design & Service Insights, Digital Bank

United Overseas Bank Ltd (UOB) | Date Posted: 6-Dec-2018
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Job Nature:
Position Level:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

Functional area: Personal Financial Services (PFS)
Employment type: Full-time
Job Type: Permanent

Job Responsbility:
  • Ensure key servicing Key Performance Indicators (KPI) of the Digital Bank is met such as resolution scores, live chat satisfaction/ resolution scores, Service request resolution and overall key customer satisfaction scores for the Digital Bank.
  • Customer ratings on service proposition aspects of the digital bank
  • Complaints and feedback from customers on design/ experience aspects of the digital bank service
  • Timely completion of service design changes introduced as a part of the capability roadmap for digital bank
  • Work closely with UX team on app experience related fixesVendor relationship manager for all external partner engaged customer satisfaction/ engagement measurement efforts

Job Requirement:
  • Minimum Bachelor's degree - design thinking certifications will be advantegous
  • Project management experience in digital servicing implementation in large financial institutions/ banks
  • Past experience in insights research and service design for a digital business proposition
  • Good academic understanding and practical implementation experience of quantitative and qualitative research methodologies
  • Strong understanding of design thinking/ human centered design methodology and experience in using it in project implementation
  • Experience in customer immersions, journey mapping and design
  • Must demonstrate strong analytical, problem solving, communication and creative skills
  • Strong understanding of either liabilities (savings accounts/ current accounts/ deposits) or asset products (credit cards/ personal loans) would be an added advantage
  • Functional understanding of Chatbot workings in a digital set up
  • Good understanding of contact center functionalities, platforms and performance metrics
Company Overview
United Overseas Bank Ltd (UOB)