Digital Customer Experience Manager
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Key details
- Location
- Hồ Chí Minh, Vietnam
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Experience
- 5–8 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 2w ago
Skills
About the role
About UOB
United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.
Job Description
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
Job requirements
• 5+ years of experience managing customer experience for mobile apps (banking, fintech, or e-commerce preferred).
• Strong understanding of app analytics, UX/UI principles, and digital adoption strategies.
• Hands-on experience with app analytics and measurement tools.
• Proven ability to improve app ratings, drive feature adoption, and increase user engagement.
• Strong stakeholder management skills with ability to influence across product, IT, marketing, and service teams.
Additional Requirements
Be a Part of the UOB Family
UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.
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