Job Description

First VP, Head of Discovery

Posting Date: 14 Nov 2023

Location:
Singapore (City Area), Singapore, Singapore, 048624

Company: United Overseas Bank Ltd

About UOB TMRW

UOB TMRW (pronounced as "tomorrow") empowers the digital generation with a full suite of banking solutions through a smart, mobile-only app. We offer an innovative and simple solution to help customers stay one step ahead of their finances. Our business model is powered by next-generation artificial intelligence, machine learning, data analytics, user interface design, and smartphone capabilities. We embrace a competitive strategy that focuses on customer intimacy, measured by net-promoter-score (NPS). Since launch, we\'ve won many awards, including Best Digital Bank in ASEAN, Best Digital Bank for Customer Experience, and Best Bank for Millennials.

As we enter our next phase of growth, we are looking for entrepreneurial and open-minded team players who are keen to learn, enjoy taking on multiple roles and are willing to step out of their comfort zone.

You will be the catalyst of change for UOB and be part of our exciting roadmap in the next chapter of growth. Get ready for an exciting career path in a start-up environment that is diverse and fast-paced, where you will have the opportunity to be engaged in transformative programs, and collaborate with business, and technology teams as well as regional and country stakeholders. We believe in empowering our people, giving them autonomy and ownership of what they do and their successes.

Join us to transform the future of banking and make banking simple, transparent, and engaging!

Design Thinking & Innovation Lead

• Establish and execute Discovery methods
• Coach Design & Product Owners through Discovery
• Drive internal and external research

Get to know the role

• Hybrid execution and strategy role
• Set Discovery plans, coach teams and oversees the quality of work
• Build UX research methodology and tools
• Interact directly with business to get stakeholder buy-in for Discovery and facilitate the Discovery practice across the business
• Establish Discovery standards and governance
• Track and increase the impact of Discovery on business outcomes

What are your day-to-day activities

• Structuring methods and plans for Discovery
• Finding opportunities around the business for Discovery
• Hands-on "coaching" for teams & initiatives (quality, tools, process, and standards - focus on Product owners and Design team)
• Building standardised design thinking and CX tools specific to TMRW
• Discovery and CX workshop planning, facilitation and execution
• UX / Discovery execution and management such as journey maps, personas, ideation, design principles
• Design thinking, Discovery education and training
• Design Thinking consultation to the business
• Build up customer research capability and skills & UX standard/governance

Why is the role important

• We want to be a leading customer experience firm and bring more customer voice to our solutions
• We want to shift focus from downstream to upstream to increase collaboration and quality and achieve our goals
• We want to uplift the Discovery mindset and skills firm-wide and provide an environment to use these skills \'on the job.\'
• We want to standardise the way Discovery is completed and the tools used

Skill Set

Excels at

• Design thinking / Human-centred design
• Planning and executing User Research
• Understanding data (qualitative and quantitative) and using it to shape design decisions
• Using Scrum / Agile software development framework
• Working knowledge of wireframing and UI
• CX (strategy, principles, journey mapping, personas, etc.)
• Coaching and mentoring
• Active listening
• Governance and outcome measurement

Good at

• Workshop facilitation / public speaking
• Stakeholder management
• Communication and storytelling

Can do

• Product design
• Governance and process development
• Budget planning
• Product management
• Project delivery
• Proposition development
• Project management

Mindset

Should have

• Self-starter
• Team player
• Customer-centric
• Problem solver
• Strategic thinker
• Open-minded
• Able to manage ambiguity
• Values relationship development
• Can navigate different organisation levels and personalities

Should have

• Banking or Fintech background
• Experience in large to medium-scale digital initiatives
• Experience working in Asian markets and familiar with Singapore
• Project delivery experience

Nice to have

• Product ownership experience
• Technology delivery experience
• Consulting background

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