Digital Customer Experience Manager

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

Personal Financial Services: 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.

Overview of the Role

We are looking for a Digital Customer Experience Manager with strong expertise in mobile app to elevate our customer experience via app. This role focuses on ensuring our mobile app delivers a seamless, intuitive, and engaging experience while driving adoption of new features, improving app ratings, and increasing active usage.

Job Responsibilities

1. Enhance Customer Satisfaction (NPS & App Rating)

• Own NPS and app ratings as primary measures of digital customer experience.

• Actively monitor app reviews, ratings, and surveys to identify pain points and address root causes of dissatisfaction.

• Implement app experience improvements and drive initiatives to consistently improve app rating.

• Response customers feedback on TMRW app and guide customers contact support channels contact

• Ensure customers feedback about TMRW are solved timely

2. Improve Customer Experience & Drive App Self‑Service

• Analyze customer journeys, behavior, and feedback to identify pain points and drive continuous experience improvements.

• Partner with product and UX teams to optimize onboarding, user flows, and feature discovery.

• Simplify key journeys to deliver a seamless, intuitive, and frictionless experience.

• Drive self-service adoption by enhancing in-app capabilities and reducing reliance on support channels.

• Increase engagement through initiatives that boost logins, feature adoption, and active usage.

3. Analytics & Reporting

• Maintain dashboards to track NPS, app rating, feature adoption, logins and engagement.

• Leverage app analytics to extract insights, uncover friction points, and shape data driven decisions

• Deliver monthly performance reports and actionable recommendations to improve app performance

4. Other tasks assigned by managers

• Ngày làm việc: T2 - T6 • Giờ làm việc: 9:00 - 18:00 • Cấp bậc: Quản lý • Loại công việc: Thời vụ