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.
Why join:
Be at the forefront of driving a data-driven culture that directly improves customer experience.
Work with cutting-edge analytics tools and methodologies in a supportive, innovative environment.
Collaborate with diverse teams and senior leaders to influence strategic decision-making.
Opportunity for professional growth in a critical and evolving area of banking operations.
How you succeed:
Deliver timely, accurate, and insightful analytics that inform business strategy and operational improvements.
Communicate complex data findings clearly to non-technical stakeholders.
Innovate by applying advanced analytics and automation to enhance complaint management.
Build strong relationships with stakeholders to ensure analytics initiatives meet business needs.
Maintain a proactive approach to identifying risks and opportunities through data.
Role Overview:
This role is responsible for building the analytical foundation for customer friction intelligence through robust data sourcing, thematic monitoring and dashboarding capabilities. The incumbent will leverage data and analytics to proactively identify emerging customer friction, detect escalation signals, and provide actionable visibility that strengthens customer outcome monitoring, governance and independent oversight.
Data Sourcing & Data Management
Purpose: Build a sustainable and independent complaints data capability by sourcing, integrating and managing data across multiple systems to create a trusted foundation for friction monitoring and oversight.
Key Responsibilities
Develop and maintain end-to-end complaints and customer friction data assets, including sourcing, validation, transformation and management of data from multiple business and operational platforms.
Establish a robust and scalable data architecture to support complaints analytics, thematic monitoring, reporting and oversight requirements.
Partner with stakeholders across the organisation to deepen understanding of business processes, data lineage, customer journeys and operational dependencies.
Identify opportunities to enhance data quality, completeness and accessibility to strengthen analytical confidence and decision-making.
Translate complex business requirements into intuitive and scalable data models that support meaningful visualisation and consumption by stakeholders.
Continuously evaluate new data sources and emerging datasets that could enhance visibility of customer friction, conduct risks and customer outcomes.
Thematic Analysis & Friction Monitoring
Purpose: Develop proactive monitoring capabilities that identify emerging customer friction, detect escalating issues early and support timely intervention.
Key Responsibilities
Design and implement thematic monitoring frameworks to identify recurring patterns, emerging risks and customer pain points across complaints and related customer signals.
Develop analytical models, triggers and monitoring mechanisms to proactively detect Escalated Friction Signals, enabling prompt intervention before issues…