VP, Customer Advocacy & Experience Strategy

UOB (United Overseas Bank)

Singapore

On-site

SGD 180,000 - 260,000

Full time

8 days ago

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Job summary

United Overseas Bank Ltd in Singapore is seeking a Vice President to lead the Customer Advocacy function within the CEO Office. You will conduct independent reviews, analyze customer insights, and influence improvements to ensure fair dealing and better outcomes across the Group.

Reporting to Head of Group Customer Advocacy, CEO Office, you will partner with stakeholders across the Group to embed customer-centric decision-making, strengthen governance, and drive remediation actions that enhance

Qualifications

Minimum 8-12 years in Customer Advocacy, Customer Experience, Complaint Management or related disciplines.
Experience with governance frameworks and risk management.
Experience in regulatory engagements and preparing materials for senior management committees.

Responsibilities

Protect customer interests through independent reviews and governance across the Group.
Identify customer risks and monitor fair dealing indicators and governance forums.
Develop management reporting, dashboards, and presentations on customer trends and remediation progress.
Collaborate with Business, Operations, Risk, Compliance, Legal, Product, Technology, and Customer Experience functions.
Lead cross-functional initiatives to drive customer advocacy outcomes and improvements.