Executive Director, Group Customer Advocacy - United Overseas Bank

United Overseas Bank Limited (UOB); Singapore; On-site; SGD 100,000 - 130,000; Full time

Job summary

A leading financial institution in Singapore is seeking a leader to champion customer-centricity, driving strategic initiatives to enhance customer experience, trust, and loyalty. The role involves overseeing advocacy programs and ensuring customer feedback influences decision-making. Ideal candidates should have proven leadership in customer experience within financial services, strong strategic thinking, and an understanding of banking operations.

Qualifications

• Proven leadership experience in customer experience or advocacy within financial services.
• Strong strategic thinking, stakeholder management, and communication skills.
• Deep understanding of banking operations and customer behavior.

Responsibilities

• Lead the Customer Advocacy strategy and governance framework.
• Drive cross-functional initiatives to improve customer satisfaction.
• Oversee customer feedback channels and resolution frameworks.
• Represent the customer voice in executive forums.
• Monitor regulatory developments to ensure compliance.
• Foster a culture of customer-centricity across the organization.

Skills

Leadership

Customer experience

Stakeholder management

Strategic thinking

Communication skills

Job description

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values - Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long‑term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

The incumbent will be responsible for championing customer‑centricity across the bank, driving strategic initiatives that enhance customer experience, trust, and loyalty. This leadership role oversees the development and execution of advocacy programs, customer insights, and feedback mechanisms, ensuring that customer voice is embedded in decision‑making at all levels. The role assumes independence from line management to oversee service quality review and collaborates closely with business units, compliance, and senior management to influence policy, product design, and service delivery, aligning them with customer needs and expectations.

Key Responsibilities

• Lead the Customer Advocacy strategy and governance framework.
• Drive cross‑functional initiatives to improve customer satisfaction and reduce friction points.
• Oversee customer feedback channels, root cause analysis, and resolution frameworks.
• Represent the customer voice in executive forums and strategic planning.
• Monitor regulatory developments and ensure advocacy practices align with compliance standards.
• Foster a culture of customer‑centricity across the organization.

Qualifications

• Proven leadership experience in customer experience, advocacy, or related functions within financial services.
• Strong strategic thinking, stakeholder management, and communication skills.
• Deep understanding of banking operations, regulatory environment, and customer behaviour.

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, colour, 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.

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