United Overseas Bank Ltd (UOB)

VP, Regional Customer Experience - Onboarding Process Design (Front End), Digital Bank

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

Minimum Educational Qualifications:

  • General degree
  • Design thinking and human-centered methodologies
  • Strong project management skills
  • Experience in change management/process transformation projects preferred
  • Experience in AGILE project implementation preferred

Relevant Experience:

  • Minimum 8-12 years of related experience in change management/ process transformation projects, with working knowledge in branch/channel operations or efficiency teams.
  • Good understanding of banking processes, banking regulations, digital and mobile banking system functionalities.
  • Possesses strong process mapping/re-engineering skills. Good understanding of L1, L2 and L3 process mapping.
  • Worked with front, mid & back office on capacity and exception handling.
  • Experienced in design and delivery of digital solutions to end consumers.
  • Must demonstrate strong analytical, problem solving, communication and creative skills.
  • Experienced in designing Customer Experience journeys with an appreciation for customer pain points and solutions will be an advantage.

Which geographies/markets does the job focus on:

  • Based in SG, with moderate travel and interactions with TH, ID, MY, VN.

Key Responsibilities:

1. Responsible for the front-end design of customer journeys for the Digital Bank, collaborating with the Product, Credit, Marketing and regional Digital Banking teams.Thoroughly understand the needs and behaviors of the addressed segments to design the end-to-end customer journeys and experience in the adoption of the self-service channels.Rationalise and optimise the processes and data collection in those channels to fulfill the delivery of the value propositions to the customers by the Digital Bank in areas of acquisition and servicing, including the flow to non-Digital channels.
Lead immersion studies, usability testing and prototype creation with customers, stakeholders and staff.
Experienced in influencing leaders across cross-functional and partner teams, and managing internal and external relationships.
Strong analytical and reporting skills including ability to identify issues and make recommendations for solution.

2. Research and measure target customer’s experience with the Digital and non-Digital Bank. 
Ability to garner customer insights through touch points, targeted surveys or research, and analyse the insights to prioritize customer episodes for re-design.
Ability to utilize digital platforms or digitization to lift customer experience, and roadmap deliverables from MVP to post-MVP phases.
Co-lead and project manage Local Regulatory Sandbox initiatives with GTO and local business and tech teams.

3. Regular engagement with Group and Local Compliance and AML teams to understand KYC landscape and changes to regulatory guidelines and frameworks.

Candidate should possess the following qualities:

  • Ability to work both independently and within a team
  • Strong sense of responsibility
  • Must demonstrate strong analytical, problem solving, communication and creative skills.
  • Willing to learn and a fast learner
Company Overview
United Overseas Bank Ltd (UOB)