Job Description

WHO WE ARE:
As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.
Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future.
We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.
Your Opportunity Starts Here.
About Service Channels and Transformation
Service Channels and Transformation, Global Financial Services (GCFS), is the department responsible for delivering exceptional customer experiences across all touchpoints. We leverage data-driven insights and a customer-centric approach to drive service excellence and continuous improvement.
Role Overview
As the Customer Excellence Governance Lead, you will be the key driver of customer experience governance within GCFS. Your core responsibility is to establish, manage, and evolve customer excellence frameworks, metrics, and governance forums that ensure consistent delivery of superior customer outcomes. You will work closely with senior leadership councils and cross-functional stakeholders to embed accountability, monitor performance, and guide strategic decisions that uphold and enhance customer-centric standards across the organization.
Key Responsibilities

• Lead the design, implementation, and continuous improvement of Customer Excellence Governance frameworks, ensuring alignment with organizational goals and customer-centric principles.
• Develop, track, analyze, and report on key customer experience metrics to provide actionable insights and drive performance improvements.
• Facilitate and coordinate senior leadership councils and governance forums focused on customer experience, enabling informed decision-making and accountability at the executive level.
• Collaborate with GCFS departments and stakeholders to embed governance standards into operational processes and change initiatives.
• Act as the custodian of customer-centric standards, ensuring all customer experience initiatives comply with customer excellence standards
• Identify gaps and risks in customer experience delivery through governance oversight and partner with relevant teams to implement corrective actions.
• Drive cross-functional collaboration and influence without authority to foster a culture of customer excellence and continuous improvement.
• Manage multiple governance projects and initiatives, balancing strategic oversight with operational execution.
• Communicate governance outcomes, insights, and recommendations effectively to senior leadership and stakeholders.

Qualifications & Requirements

• Bachelor's degree or equivalent qualification required.
• Minimum 5 years of experience in customer experience governance, quality assurance, change management, or related roles within financial services preferred.
• Proven expertise in developing and managing customer experience frameworks, governance structures, and performance measurement systems.
• Strong experience facilitating senior leadership councils or governance forums.
• Excellent stakeholder management and communication skills, with the ability to engage and influence senior leadership.
• Customer-centric mindset with the ability to apply governance principles to complex business challenges.
• Strong analytical skills with the ability to interpret data and translate insights into actionable governance strategies.
• Ability to work independently, manage multiple priorities, and navigate ambiguity effectively.
• Familiarity with customer journey mapping, service design principles, or experience design is a plus.
• Resilient, proactive, detail-oriented, strategic, and comfortable working in complex environments.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and adaptable to new software tools.

What we offer:
Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

Skills Required