Senior VP, Transformation & Data Analytics, Group Customer Advocacy
UOB · Central Region (City Area)
Full-timeonsiteexecutiveCustomerTechnology
รายละเอียดงาน / Description
Based in Singapore, this senior leadership role within the CEO Office champions customer advocacy and fair dealing across all operational markets. The appointee will oversee enterprise-wide analytics, customer feedback systems, and governance frameworks to elevate customer outcomes and mitigate risks. Collaborating closely with executive leadership, the role drives transformative initiatives to reinforce a customer-centric culture throughout the organization.
หน้าที่ความรับผิดชอบ / Responsibilities
- Provide independent governance and constructive evaluation of products, policies, and business decisions through a customer lens.
- Manage reporting structures and escalation channels to address emerging customer risks, conduct matters, and systemic issues.
- Oversee enterprise customer feedback mechanisms including complaints, voice-of-customer programs, and survey data.
- Apply advanced data analytics and artificial intelligence to evaluate customer pain points and inform executive decision-making.
- Lead comprehensive root cause investigations and translate analytical findings into strategic improvements across customer touchpoints.
- Partner with regional business divisions to advance transformation programs and foster a customer-oriented operational culture.
คุณสมบัติ / Qualifications
- Extensive leadership track record within banking, customer advocacy, or data analytics transformation.
- Demonstrated capability in establishing customer outcome governance and enterprise-wide risk oversight.
- Proven proficiency in managing multi-channel listening architectures, complaint analysis, and customer journey optimization.
- Exceptional strategic problem-solving skills with experience influencing senior executive stakeholders.
- Strong knowledge of financial regulations, fair dealing principles, and conduct governance.
- Skilled in building, mentoring, and directing cross-functional analytical teams.
ทักษะที่ต้องการ / Required skills
- Customer Advocacy
- Data Analytics
- Root Cause Analysis
- Stakeholder Management
- Governance
- Risk Management
- Strategic Thinking
- Leadership
ทักษะเพิ่มเติม / Nice to have
- Artificial Intelligence
- Voice of Customer (VoC)
- Net Promoter Score (NPS)