Senior VP, Transformation & Data Analytics, Group Customer Advocacy

Company: 1011 United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow. Job Description About the Role As part of the CEO Office, this role reflects UOB's continued commitment to delivering fair dealing outcomes and deepening a strong customer-centric culture across the organisation. Group Customer Advocacy (GCA) serves as the Bank's independent customer advocacy function, supporting the Board and Senior Management in ensuring customer interests and fair dealing considerations remain at the heart of decision-making. The function provides independent oversight, constructive challenges, and enterprise-wide insights to drive better customer outcomes, strengthen customer trust, and foster a customer-first culture across the Group. This role supports the Customer Advocate mandate across Singapore and other markets where UOB operates, helping to drive consistent customer outcomes, fair dealing standards, governance practices, and customer advocacy across the Group while taking into account local regulatory requirements and market considerations. As an SVP, you will play a key leadership role in shaping the Bank's customer advocacy agenda, strengthening customer outcome governance, identifying and escalating customer risks, and influencing enterprise-wide improvements that enhance customer experiences and outcomes. You will serve as a trusted advisor to senior management and provide an independent customer lens across strategic decisions, products, services, policies, customer journeys, and transformation initiatives. Reporting Line: Reports to Head of Group Customer Advocacy, CEO Office. Role Type: Team leadership role responsible for leading a team of cross functional team and driving enterprise-wide customer advocacy initiatives. Key Responsibilities Protecting Customer Interests Provide independent oversight and challenge to ensure customer interests, fair dealing principles, and customer outcomes are embedded in business decisions across the Group. • Support the Customer Advocate in strengthening the Bank's customer advocacy and fair dealing framework across Singapore and regional markets. • Provide independent review and challenge of products, policies, customer communications, strategic initiatives, and business practices through a customer outcome lens. • Establish and oversee governance, reporting, and internal escalation mechanisms to identify, assess, and escalate material customer risks, systemic issues, and emerging concerns. • Monitor customer outcome and fair dealing performance, including remediation effectiveness, and provide independent reporting to senior management and governance forums. • Independently review complex, sensitive, or high-impact customer cases and complaints, ensuring resolutions are fair, consistent, and aligned with customer advocacy principles. • Identify customer risks, conduct concerns, systemic weaknesses, and opportunities to strengthen controls and prevent customer detriment. Turning Insights into Better Outcomes Leverage customer feedback, complaints, internal analytics, and external insights to identify systemic issues and drive sustainable improvements in customer outcomes and experiences. • Oversee enterprise customer listening channels, including complaints, surveys, Voice of Customer programmes, NPS, customer feedback, digital channels, executive escalations, and other relevant customer touchpoints. • Monitor customer outcome trends and conduct thematic reviews to identify emerging risks, recurring pain points, and opportunities for Group-wide improvement. • Lead root cause analysis and translate customer insights into actionable recommendations to improve products, services, processes, policies, controls, and customer journeys. • Leverage AI, analytics, and operational data to strengthen customer risk identification, decision-making, and management reporting. • Develop customer outcome dashboards and reporting that provide visibility into customer risks, emerging themes, remediation progress, and improvement opportunities. • Partner with businesses and functions to drive customer journey enhancements, transformation initiatives, and service improvements. • Conduct external benchmarking and assess industry best practices to identify opportunities to enhance customer outcomes and customer experience. Building a Customer-First Organisation Embed customer advocacy principles, accountability, and customer-centric decision-making across the Group. • Champion customer-centricity and strengthen awareness, ownership, and accountability for customer outcomes across the organisation. • Support the development of customer advocacy capabilities, frameworks, and practices that reinforce a strong customer-first culture. • Lead change adoption and enterprise-wide engagement to ensure customer insights are translated into meaningful and sustainable action. • Influence stakeholders across Business, Operations, Risk, Compliance, Legal, Product, Technology, and Customer Experience functions to drive better customer outcomes. Critical Success Factors The successful candidate will demonstrate: • Strong strategic thinking and proble…