Senior VP, Digital Engagement Build Lead, Group Retail TMRW

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 and Thailand, 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 are building and expanding the best digital bank in ASEAN

Traditional retail banking is changing rapidly, and will change even more in the next 10 years. We fundamentally rethink the retail banking strategy, business model and proposition, to stay relevant and keep up with the challenges that lie ahead in this rapidly evolving landscape.
 
TMRW (pronounced as “tomorrow”) empowers the digital generation with a full suite of banking solutions through a smart, mobile-only app. Our mission is to build and expand the best digital bank in ASEAN. Launched in Indonesia and Thailand as the first mobile only digital bank by United Overseas Bank (UOB) in ASEAN, TMRW offers innovative and simple solutions to help customers stay one step ahead of their finances. Our business model is powered by next-generation artificial intelligence, machine learning, data analytics, user interface design and smartphone capabilities. These include our own digital technology innovations as well as solutions provided through our collaboration with FinTech partners. We embrace a competitive strategy that focuses on customer intimacy, measured by net-promoter-score (NPS).
 
Since launch, TMRW has won many awards in total, including: Best Digital Bank in ASEAN, Best Digital Bank for Customer Experience and Best Bank for Millennials.
As we enter our next phase of growth, we are looking for entrepreniurial and open minded team players who are keen to learn, enjoy taking on multiple roles, and willing to step out of your comfort zone.
You will be the catalyst of change for UOB and be part of our exciting roadmap in the next chapter of growth. Get ready for an exciting career path in a start-up environment that is diverse and fast-paced, where you will have the opportunity to be engaged in transformative programs, and collaborate with business, and technology teams as well as regional and country stakeholders. We believe in empowering our people, giving them autonomy and ownership of what they do and their successes.
Join us to transform the future of banking and make banking simple, transparent and engaging!
 

Job Responsibilities

An exciting opportunity awaits a candidate with strong passion for customer experience and journey, and to be part of an exciting team that’s building a strong business and leaving a mark on a very dynamic geography. This person comes with the desire to convert customer data into useful and implementable insights, and a passion to build and grow new digital capabilities to help better understand and serve and bank’s customers, 

We are looking to strengthen this role with someone wants to be part of building a strong business, with a strong understanding of the regional financial services context, to continue to build on the successes, drive change and accelerate growth.  As such, he/she will be given the responsibility to drive the building out and managing customer insights to help us further elevate the customer experience. 

This role will report to the Managing Director – Banking and Cards Build, Group Retail TMRW.

Responsibilities

1.    Building Digital Engagement Capabilities for TMRW  

a.    Subject Mater Expert for all matters relating to Engagement Build and to provide knowledge support across all enhancements
b.    Key point of contact - for country teams, service provider, technology, and operations team for the digital capability’s implementation for the bank
c.    Projects / Change management – Lead, drive and manage end-to-end lifecycle of the project / change management from preparing business case, finalize requirements gathering, approvals, estimation, and coordination with technology teams and business users.
d.    Stakeholder Management – Ensuring constant communication over new build capability’s progress with all stakeholders (both internal and external) through various forums (like Project Steering Committee meetings, Roadmap Strategy meetings etc.)

2.    Design digital capabilities for TMRW  

a.    Support customer and staff immersions - Synthesize staff and customer insights - Personas, journey pains, gains
b.    New capabilities - To design, develop and implement new journeys for Digital Engagement
⦁    Identify new use case and improvements within the journey - Independently or in combination own design discovery for new journey, work and test process with customers for to-be state design journey
⦁    Improvements within the journey - Collaborate with Analytics / Customer Experience teams to assess performance of customer journeys in each domain, and to suggest improvement opportunities to be prioritized with the rest of the enhancements
⦁    Regional Model – Responsible for ensuring that any new journeys and flows planned within each respective domain is aligned across different countries

3.    Grow Digital Capabilities for TMRW  

a.    Drive collaboration with internal stakeholders from different parts of the bank to align roadmaps, insights and changes that would improve the customer experience 
b.    Drive research projects that involve the assessing the data sources to identify customers pain points and areas for improvements.

4.    Building Digital Insights to Empower Customers 

a.    Create custom insights to quickly develop and deploy new content across all bank channels.
b.    Provide insights that allows the bank to keep customers informed and help them make better decisions. 
c.    Help the bank establish itself as trusted partners to the consumers, improving business outcomes.
 

Job Requirements

1.    Minimum a Bachelor’s Degree. 
2.    PMP, Design thinking/ LEAN methodology, Agile certifications would be preferred.
3.    Performing the role of a business lead/ product owner in driving Digital capabilities implementation.
4.    Strong understanding of respective domain knowledge
5.    Good understanding of the consumer banking landscape in terms of products, functional teams, services, and typical banking applications
6.    Good understanding of contact center functionalities and platforms
7.    Strong understanding of design thinking/ human centered design methodology and experience in using it in project implementation
8.    Experience in customer immersions, journey mapping and design
9.    Must demonstrate strong analytical, problem solving, communication and creative skills
10.    Independently lead and manage large projects 
11.    Change management
12.    12 – 18 years of experience depending on the grade
13.    Based in Singapore. Project may involve working with other countries with UOB presence.
 

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.

Apply now and make a difference.