JOB OBJECTIVES
We are looking for a Customer Experience & Advocacy leader who is able to partner with various functional groups to drive excellent customer experience outcomes across online to offline engagement points.
Successful member should have a strong understanding of our customer segment groups (e.g. young professionals / families and business leaders) and translating it into effective strategies.
The role requires creative thinking and a talent for communications, along with the ability to analyse quantitative results and demonstrate measurable impact to business.
Tasks will involve suggesting ideas based on customer feedback, working with managers and other teams to shape those ideas, then executing.
Customer Experience & Advocacy Expert responsibilities will still be in the inbox, but they should be thinking about how to get ahead of issues rather than just resolving them.
The role of Customer Experience & Advocacy Expert is to ensure that BU / SU follow a customer-centric approach and deliver a smooth, unfragmented and consistent customer experience across all touchpoints and at all stages.
KEY RESPONSIBILITIES
Manage UOBV Net Promoter Score (NPS) customer advocacy programme and research projects.
Provide regular voice of customer analytics and actionable insights for continual improvements
Collaborate with business / support units to review customer insights so as to identify gaps in process / service, work on solutions to close loop, improve the process and service experience and to drive customer advocacy.
Track performance trends and monitor effectiveness of key initiatives to drive NPS performance and business outcomes.
Guide UOBV counterparts to ensure alignment and consistency in the design and implementation of the NPS programmes across the country.
Prepare periodic update to Senior Management on performance of key customer metrics.
Support ad-hoc projects if required.
KEY REQUIREMENTS (Qualification / Experience / Skills)
Mandatory
Recognised university degree with at least 10 years of relevant experience in banking and market research.
Experienced in customer experience research, data analytics and problem-solving
Strong analytical and interpersonal skills with the ability to work and interact with different business and support units across the region.
Meticulous and performance driven
Independent, self-motivated and resourceful
The ability to keep an eye on the bigger picture whilst ensuring the daily operations are on track.
Preferred :
Strong communicator and able to simplify a complex subject for stakeholders.
Creative, challenging, capable of thinking differently and developing new ways of working.
Always curious and keen to be at the fore of industry and category developments.
Happy and generous team player, open to sharing ideas and knowledge.
Essential (Technical Skills)
Competent and good knowledge in data analytical and visualization tools e.g. MS Excel, MS PowerPoint, MS Access, Python, SQL, etc.
KEY TARGETS AND MEASURES (KPI)
NPS Performance & Project Deliverable.
