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,Thailand and Vietnam 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.

About the Department

We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

Job Responsibilities

Accountabilities
Research and Insights

• Monitor research and insights gleaned through Net Promoter Score, Complaints trends to identify trends and ensure customer loyalty and achieve NPS targets.
  
• Provide insights and in-depth research analysis to stakeholder group to capitalize on or rectify themes
  
• Manage BU NPS surveys, monitor daily alerts and provide monthly performance reports to stakeholders
  
• Ongoing monitoring of competitor and market trends to drive innovation and continual improvement.
  

Customer Experience

• Proactively lead the identification of customer experience enhancements and process simplification to deliver seamless, improved customer experiences.
  
• Engage key stakeholders on complaint trends to drive process changes and a culture of continuous improvements.
  
• Support on monthly key metrics report to Customer Advocacy team, ad-hoc reports, as assigned.
  
• Follow-up with Complaint Handling team and relevant business to track the status and completion timeline of any opportunity improvements identified.
  

Job Requirements

• 3+ years in customer experience or related discipline.
  
• Ability to effectively collaborate with own team, internal stakeholders, suppliers and key stakeholders to deliver the task outcomes
  
• Strong communication skills in English and Vietnamese
  
• Creativity, initiative and drive: an advocate for innovative thinking, cultural development, with a results mindset
  
• Ability to think independently, analytically and logically
  
• Ability to adapt to change in a fast-paced environment.
  

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, 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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