VP, Group Customer Advocacy
Core
VP leading independent customer advocacy, fair dealing oversight, and customer outcome governance across UOB's ASEAN and regional markets.
Role type
Senior IC with project leadership responsibilities
Builds
Customer advocacy frameworks, governance mechanisms, and enterprise-wide customer-centric decision-making practices
Domain
Banking / Financial Services / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Independent oversight, fair dealing analysis, customer risk identification, root cause analysis, stakeholder influence, governance reporting, complaint review, conduct risk assessment
Preferred skills
Analytics, AI application, industry benchmarking, training facilitation
Responsibilities
Conduct independent reviews of products and policies through a customer outcome lens; Identify and escalate customer risks and systemic issues; Analyse customer feedback and complaint data to drive improvements; Develop management reporting and dashboards on customer trends; Partner with cross-functional teams to embed customer advocacy principles; Review complex customer complaints and provide recommendations
Seniority
VP, strategic leadership