Senior VP/ First VP, Transformation & Data Analytics, Group Customer Advocacy
Core
Lead the transformation and operationalization of the Bank's independent Customer Advocate function to ensure customer interests remain central to decision-making.
Role type
Senior VP/First VP, Transformation & Data Analytics
Builds
Enterprise-wide customer experience outcomes and governance frameworks for customer advocacy
Domain
Banking / Customer Experience / Regulatory Compliance
Deliverable
product features
Required skills
Strategic transformation leadership, data analytics, AI application, stakeholder management, regulatory compliance (MAS), customer journey analysis, change management
Preferred skills
Experience in customer advocacy functions, deep understanding of fair dealing principles
Responsibilities
Establish governance frameworks and processes for the Customer Advocate function; Redesign customer-related workflows to improve service outcomes; Leverage AI and data to monitor complaint trends and strengthen issue management; Analyze customer journeys to address pain points and drive sustainable improvements; Develop and implement initiatives to embed customer-centricity into the Bank's strategy and operations.
