Director, Customer Advocacy and Insights

STANDARD CHARTERED BANK (SINGAPORE) LIMITED; Singapore; On-site; SGD 290,000 - 520,000; Full time

Job summary

STANDARD CHARTERED BANK (SINGAPORE) LIMITED is seeking a Director, Customer Insights and Advocacy to strengthen the independent voice of the client within the Client Experience team in Singapore. You will lead structured customer research, translate signals into actionable themes and drive the Customer Advocate agenda across senior management and regulators.

You will design SC Inner Circle studies, synthesize findings, develop dashboards and provide decision-ready briefings to support fair

Qualifications

• Extensive experience in customer research and insight synthesis.
• Ability to translate signals into actionable themes.
• Strong governance and reporting capabilities.

Responsibilities

• Drive the Customer Advocate workplan, governance calendar, deliverables and progress reporting, ensuring commitments are clearly owned, tracked and completed.
• Prepare decision-ready briefings for the Customer Advocate on material customer themes, vulnerable client matters, unfair treatment, systemic issues and reputational risks.
• Provide independent, evidence-based challenge on whether proposed products, processes, policies and complaint outcomes deliver fair and sustainable client outcomes.
• Coordinate second reviews or escalations commissioned by the Customer Advocate and ensure lessons are translated into corrective and preventive action.
• Develop dashboards and forward-looking recommendations for management and governance forums.

Skills

Customer insights

Research design

Stakeholder engagement

Executive writing

Job description

Job Summary

The Director, Customer Insights and Advocacy is responsible for strengthening the independent voice of the client within the Client Experience team. The role leads structured customer research and insight gathering through SC Inner Circle and other feedback channels, translates customer and complaint signals into actionable themes, and drives the Customer Advocate agenda and deliverables. The role supports proactive identification of emerging or systemic client outcome risks, challenges whether products, processes and journeys deliver fair outcomes, tracks corrective and preventive actions, and prepares high-quality updates for senior management, the Customer Advocate, MAS and the ABS Fair Dealing Committee.

Key Responsibilities

Customer Advocate Agenda and Independent Challenge

• Drive the Customer Advocate workplan, governance calendar, deliverables and progress reporting, ensuring commitments are clearly owned, tracked and completed.
• Prepare decision-ready briefings for the Customer Advocate on material customer themes, vulnerable client matters, unfair treatment, systemic issues and reputational risks.
• Provide independent, evidence-based challenge on whether proposed products, processes, policies and complaint outcomes deliver fair and sustainable client outcomes.
• Coordinate second reviews or escalations commissioned by the Customer Advocate and ensure lessons are translated into corrective and preventive action.

SC Inner Circle Research and Client Listening

• Design and deliver a structured SC Inner Circle research programme covering priority products, journeys, service experiences and emerging customer concerns.
• Develop research questions, participant segments and discussion guides; facilitate listening sessions and synthesise findings into clear, balanced insights.
• Use SC Inner Circle as an early-warning mechanism to surface misunderstanding, friction, vulnerability and unintended consequences before issues develop into complaints.
• Close the feedback loop by communicating actions taken, measuring whether changes improve outcomes and maintaining a reusable repository of findings.

Insight Integration, Measurement and Early Warning

• Integrate qualitative and quantitative signals from SC Inner Circle, complaint data, post-resolution feedback, service metrics, vulnerable client indicators and other voice-of-client channels.
• Distinguish isolated operational noise from recurring, emerging or potentially systemic themes, with clear trigger points for escalation.
• Develop outcome-focused measures covering root causes fixed, action effectiveness, recurrence, client understanding and whether the fix holds over time.
• Produce concise dashboards, thematic analyses and forward-looking recommendations for management and governance forums.

ABS, MAS and External Forum Engagement

• Coordinate the Bank's inputs, positions, papers and follow‑up actions for the ABS Fair Dealing Committee and relevant workstreams.
• Prepare accurate, balanced and well‑substantiated updates for MAS, ABS, senior management and internal governance forums.
• Track industry commitments, best‑practice reflections, definitions, metrics and agreed deliverables, ensuring internal stakeholders are mobilised and deadlines are met.
• Translate relevant industry and regulatory developments into practical implications and recommendations for the Bank's customer advocacy agenda.

Customer Outcomes by Design and Action Tracking

• Partner with product, process, operations, frontline, risk, compliance and technology teams to translate insights into improvements to products, policies, controls and client journeys.
• Support structured customer‑outcome challenge for higher‑risk changes, including consideration of misunderstanding, vulnerable clients and unintended consequences upfront.
• Maintain a transparent action tracker with accountable owners, milestones, interim controls and escalation of delays or ineffective responses.
• Validate implementation and assess whether actions sustainably reduce repeat issues and improve fairness, understanding and client experience.

Stakeholder Leadership and Capability Building

• Build strong partnerships across Client Experience, complaints, product, operations, frontline, data, risk, compliance and external industry stakeholders.
• Influence senior stakeholders through clear evidence, constructive challenge and practical recommendations, including where perspectives differ.
• Lead and develop team capability in customer research, insight synthesis, advocacy, executive writing, governance discipline and action tracking.

Reporting and Management Information

• Develop a coherent reporting suite covering client insights, complaint and feedback themes, vulnerability, emerging risks, action progress and outcome effectiveness.
• Prepare concise, decision-oriented materials for the Customer Advocate, senior management, governance forums, MAS and AB