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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\u002FUI 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 Together, Let’s Build the Future of ASEAN We value our people and invest in them as we look to fulfil our purpose of building the future of ASEAN. We seek to create a collaborative and progressive environment for them to succeed in their careers for the long term. Explore career opportunities with us today. UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region. Career Site: UOB Career site",{"@type":18,"name":19},"Organization","3801 UOB Vietnam","2026-09-28","2027-09-28","ONSITE",[24],"PERMANENT",[26],"Banking and Financial Services",[28,29,30,31,32,33,34,35,36,37,38,39,40,41,42,43],"App Analytics Tools","Dashboarding Tools","UX\u002FUI Design Principles","Stakeholder Management","Communication","Analytical Thinking","Customer Orientation","Collaboration","Mobile App Customer Experience Management","Digital Adoption Strategies","NPS Management","App Rating Improvement","User Engagement","Customer Journey Analysis","Data-Driven Decision Making","Performance Reporting",{"@type":45,"currency":46,"value":47},"MonetaryAmount","VND",{"@type":48,"minValue":49,"maxValue":50,"unitText":51},"QuantitativeValue",30000000,50000000,"YEAR",[53],11.2136337,[55],106.912251,"permanent",[58],"FULL_TIME",[58],"onsite","estimated",[63,64,65],"Collaborative and progressive work environment","Long-term career development opportunities","Equal opportunity employer",[63,64,65],"banking and financial services",[69],"3801, ho chi minh (city area), vietnam",[71],"Vietnam",[],[],[],[71],[77],"VN","Company: 3801 UOB Vietnam\n\n## About UOB\n\nUnited 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.\n\nAt 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.\n\nAs 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.\n\n## Job Description\n\n### About the Department\n\nPersonal 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.\n\n### Overview of the Role\n\nWe 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.\n\n### Job Responsibilities\n\n1. Enhance Customer Satisfaction (NPS & App Rating)\n- Own NPS and app ratings as primary measures of digital customer experience.\n- Actively monitor app reviews, ratings, and surveys to identify pain points and address root causes of dissatisfaction.\n- Implement app experience improvements and drive initiatives to consistently improve app rating.\n- Response customers feedback on TMRW app and guide customers contact support channels contact\n- Ensure customers feedback about TMRW are solved timely\n\n2. Improve Customer Experience & Drive App Self‑Service\n- Analyze customer journeys, behavior, and feedback to identify pain points and drive continuous experience improvements.\n- Partner with product and UX teams to optimize onboarding, user flows, and feature discovery.\n- Simplify key journeys to deliver a seamless, intuitive, and frictionless experience.\n- Drive self-service adoption by enhancing in-app capabilities and reducing reliance on support channels.\n- Increase engagement through initiatives that boost logins, feature adoption, and active usage.\n\n3. Analytics & Reporting\n- Maintain dashboards to track NPS, app rating, feature adoption, logins and engagement.\n- Leverage app analytics to extract insights, uncover friction points, and shape data driven decisions\n- Deliver monthly performance reports and actionable recommendations to improve app performance\n\n4. Other tasks assigned by managers\n\n### Job requirements\n\n- 5+ years of experience managing customer experience for mobile apps (banking, fintech, or e-commerce preferred).\n- Strong understanding of app analytics, UX\u002FUI principles, and digital adoption strategies.\n- Hands-on experience with app analytics and measurement tools.\n- Proven ability to improve app ratings, drive feature adoption, and increase user engagement.\n- Strong stakeholder management skills with ability to influence across product, IT, marketing, and service teams.\n\n### Additional Requirements\n\n#### Be a Part of the UOB Family\n\nUOB 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.\n\nApply now and make a Difference\n\nTogether, Let’s Build the Future of ASEAN\n\nWe value our people and invest in them as we look to fulfil our purpose of building the future of ASEAN. We seek to create a collaborative and progressive environment for them to succeed in their careers for the long term. Explore career opportunities with us today.\n\nUOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region.\n\nCareer Site: UOB Career site",{"dashboarding tools":80,"app analytics tools":81,"ux\u002Fui design principles":80},3,4,[28,29,30],{"stakeholder management":81,"communication":81,"analytical thinking":81,"customer orientation":81,"collaboration":80},[31,32,33,34,35],{"nps management":81,"user engagement":81,"performance reporting":80,"app rating improvement":81,"customer journey analysis":81,"data-driven decision making":81,"digital adoption strategies":81,"mobile app customer experience management":81},[36,37,38,39,40,41,42,43],{"detected_language_jobad":88,"required":89},"en",[90],[91],{"language":92,"level":93},"ENGLISH","C1",5,[96,97],"Customer Service Managers","Digital Marketing and E-Commerce Professionals",[96,97],"https:\u002F\u002Fuobgroup.wd3.myworkdayjobs.com\u002Fen-us\u002Fuobexternal\u002Fjob\u002Fho-chi-minh-city-area\u002Fdigital-customer-experience-manager_jr96459","banking","Banking",1]