Head of Self-Service & Customer Experience Transformation

UOB; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Be a Part of the UOB Family

Job summary

1011 United Overseas Bank Ltd in Singapore is seeking a Senior Manager to oversee Self-Service Machine Management and Customer Experience within Group Channels and Digitalization.

You will manage stakeholder relationships, drive service quality across self-service channels, and ensure regulatory compliance. Candidates should have a Bachelor’s degree and at least 10 years of relevant banking experience, with proven ability to transform operations and improve customer outcomes.

Qualifications

• Bachelor’s degree in Business, Finance, Customer Experience or related discipline.
• Minimum 10 years of relevant experience in banking management, self-service channel management, customer service or related functions.
• Demonstrated experience in managing customer complaints, service recovery and customer experience improvement initiatives.
• Proven track record in delivering customer-centric outcomes and improving satisfaction and service metrics.

Responsibilities

• Manage stakeholder relationships and influence cross-functional teams to achieve business objectives.
• Oversee performance, availability, service quality, and vendor management of self-service machines.
• Drive operational excellence and continuous improvement across the network.
• Ensure compliance with regulatory requirements, governance standards, and risk controls.
• Drive customer satisfaction, service quality, and NPS.
• Champion customer experience initiatives to improve service quality and journeys.
• Establish and manage end-to-end customer complaint handling and escalations.
• Analyse complaint trends, identify root causes, and implement corrective actions.
• Ability to influence and collaborate with senior stakeholders and cross-functional teams.
• Execute strategic transformation delivering measurable business and customer outcomes.

Skills

Stakeholder management

Vendor management

Customer experience

Regulatory compliance

Project management

Cross-functional collaboration

Data analysis

Education

Bachelor’s degree in Business, Finance, Customer Experience or related discipline

Tools

Self-service banking technologies

Job description

1011 United Overseas Bank Ltd in Singapore is seeking a Senior Manager to oversee Self-Service Machine Management and Customer Experience within Group Channels and Digitalization.

You will manage stakeholder relationships, drive service quality across self-service channels, and ensure regulatory compliance. Candidates should have a Bachelor’s degree and at least 10 years of relevant banking experience, with proven ability to transform operations and improve customer outcomes.