VP, Omni-Channel Transformation & Customer Experience

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

Benefits offered by this job

Be part of UOB

Equal opportunity employer

Job summary

1011 United Overseas Bank Ltd is seeking a seasoned professional to lead cross-functional business transformation across the branch network, focusing on improving customer experience and operational efficiency. The role requires strong stakeholder engagement and a data-driven approach to drive continuous improvement.

Responsibilities include optimizing customer journeys, applying agile practices, and partnering with Business, Operations, and Technology to deliver scalable process enhancements in

Qualifications

• Diploma or Degree in Business, Finance, Engineering, Education, Human Resources, or a related discipline.

Responsibilities

• Lead end-to-end business transformation initiatives across the branch network to improve customer experience, operational effectiveness, productivity, and cost efficiency.
• Drive service and channel optimisation through review of customer journeys, service utilisation, customer feedback, and performance metrics.
• Continuously assess, simplify, and redesign processes to improve interactions, strengthen controls, and enhance service delivery.
• Leverage data analytics and business insights to identify trends, customer behaviours, pain points, and opportunities for improvements.
• Collaborate with Business, Operations, Technology, and support functions to implement automation, digitisation initiatives, workflow enhancements, and process improvements.

Skills

End-to-end transformation

Agile methodologies

Stakeholder management

Data-driven analysis

Cross-functional collaboration

Education

Diploma or Degree in Business/Finance/Engineering

Tools

None

Job description

1011 United Overseas Bank Ltd is seeking a seasoned professional to lead cross-functional business transformation across the branch network, focusing on improving customer experience and operational efficiency. The role requires strong stakeholder engagement and a data-driven approach to drive continuous improvement.

Responsibilities include optimizing customer journeys, applying agile practices, and partnering with Business, Operations, and Technology to deliver scalable process enhancements in