Digital Customer Experience Manager

2 weeks ago

Phường Chí Minh, Tỉnh Hải Dương, Vietnam UOB Full time ₫1,200,000 - ₫2,400,000 per year

About UOB
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description
Key Responsibilities

  • Enhance Customer Satisfaction (NPS & App Rating)
  • Own NPS and app store 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 feedbacks on TMRW app and guide customers contact support channels contact
  • Ensure customers feedbacks about TMRW are solved timely
  • Drive App Engagement & Logins
  • Partner with product and platform teams to design in-app onboarding flows and tutorials.
  • Develop engagement strategies to increase logins, frequency of use.
  • Optimize app interface and flows to ensure an intuitive, accessible, and frictionless experience for customer.
  • 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
  • Other tasks assigned by managers

Qualifications & Skills

  • 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.

Apply now and make a Difference

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