United Overseas Bank Ltd (UOB)

VP, Digital Serve - Serve Experience Re-engineering & Design, Digital Bank

United Overseas Bank Ltd (UOB)| Date Posted: 7-Jun-2019
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Job Description

Minimum Educational Qualifications:

  • Bachelor’s Degree.
  • PMP, Design thinking/ LEAN methodology certifications would be preferred 

Relevant Experience:

  • Performing the role of a business lead/ project lead  in driving service design or process re-engineering efforts for digital servicing requirements in large financial institutions/ banks is a must
  • Strong understanding of digital servicing operating model and possible use cases of deployment of collaboration capabilities
  • Good understanding of the consumer banking landscape in terms of  products, functional teams, services and typical banking applications
  • Good understanding of contact center functionalities and platforms
  • 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
  • 6 – 10 years of experience depending on the grade

Which geographies/markets does the job focus on:

  • Based in Singapore. Project may involve working with other countries with UOB presence

Key Responsibilities:

1. Digital Bank service experience design – To design, develop and implement the process/ customer experience transformation changes across digital bank implementations across countries

a. Conduct customer and staff immersions 
i. Synthesize staff and customer insights - Personas, journey pains, gains
ii.Map as is journeys for all services in scope (functional and emotional journeys)

b.Design to be processes
i.Design To Be journey for each of the processes in scope with digital solution as an enabler
ii.Build prototypes of To be Journeys for processes identified and test with customers
iii.Build resource plan required to complete actions identified against stakeholders along with timelines for completion

c.To be process implementation
i.Prepare and submit high level BRD with modular function
ii.Prepare detailed process flows for all processes in scope based on To be state designs sketched out in workshop
iii.Obtain compliance/operational risk/ business stakeholders approval on new process flows designed
iv.Update BRD submission for digital solution with process level requirements identified from the To Be state journey design
v.Conduct staff training on new processes for all processes in scope across various businesses
vi.Provide support to resolve initial glitches (if any) during go-live
2. Digital Bank Service Blue Print management – 
To conceptualise, design and implement the servicing strategy for the digital bank initiative across various countries of operation

a. Design service blue print
i. Collate and review current capabilities across mobile banking and internet banking platform
ii. Design the service catalogue of services to be offered through digital bank
iii. Design the service interaction model of various customer service channels to be made available in digital bank
iv. Prepare modular BRDs for various channel servicing requirements

b. Design servicing capability through other assisted channels such as live chat and click to call 
i. Design customer journey flows for various services to be offered through Live Chat and Click to Call
ii. Prepare BRDs for live chat and click to call requirements
iii. Design resourcing requirements in collaboration with contact center teams for live chat and click to call
iv. Build training and SOP documentation for various services to be offered through these channels

Candidate should possess the following qualities:

  1. Willing to learn and a fast learner
  2. Logical thinking
  3. Problem solver
  4. Ability to work in team as well as independently
  5. Strong sense of responsibility
Company Overview
United Overseas Bank Ltd (UOB)