Joel Yeo
Summary
Dynamic CX leader with a proven track record at OCBC Bank, excelling in customer experience management and data-informed strategy development. Spearheaded service improvement initiatives, enhancing client engagement and satisfaction. Strong background spanning banking, consulting, and government sector transformation work.
I believe in shaping meaningful customer journeys and engagements, operationalising insights, and driving experience-led growth
Overview
18
18
years of professional experience
1
1
Certification
Work History
Vice President, Group Customer Experience
OCBC Bank
08.2018 - Current
- Led cross-functional teams (e.g. IT, Digital Business, Data Office, Contact Centre) to develop and execute strategic initiatives enhancing customer experience management for the bank.
- Advised and implemented advanced analytics tools (e.g. Qualtrics, PowerBI) to improve data-driven decision-making processes across the organization, leading to better business outcomes.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives (e.g. targeted surveys) aimed at enhancing satisfaction levels.
- Established key performance indicators to measure project success (e.g. app uptime) and drive accountability across departments (e.g. Go / No Go during daily stand ups).
- Directed organizational change management efforts, aligning stakeholders with vision and objectives.
- Mentored senior management on best practices in customer experience leadership and decision-making strategies.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction (e.g. constantly achieving a daily customer satisfaction score of at least 4.0 and above for daily releases)
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization, saving potentially $100K upwards for the bank.
- Monitored key business risks and established risk management procedures.
Senior Consultant
AAdvantage Consulting Group
08.2011 - 07.2018
- Advised clients in developing and implementing strategic initiatives (e.g. Vision, Mission, Values).
- Led and analyzed industry trends for the Ministry of Trade and Industry, assessing government agencies' level of Pro-Enterprise performance, leading to focus group discussions of these agency's external stakeholders and how these agencies could improve.
- Managed multi-year service transformation projects, including large scale tracking studies, and journey redesign work.
- Guided organizations in their human resource re-development, touching on topics like competency frameworks, compensation and benefits, and performance structures.
- Developed comprehensive project plans aligning client objectives with organizational goals.
- Facilitated workshops with stakeholders to identify areas for improvement and drive consensus on solutions.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
Part Time Contract Staff
Deustche Bank
11.2007 - 05.2008
- Developed and automated macros to streamline routine cross operational tasks
Education
Bachelor of Science - Applied Mathematics
National University of Singapore
Singapore01-2011
Skills
- Customer experience management
- Data-informed strategy development
- Advanced analytics tools
- Service improvement initiatives
- Effective change management practices
- Interdepartmental team leadership
- Boosting client engagement
- Engaging presentation skills
- Collaborative partnership development
Certification
- Prosci: Leading Your Team Through Change (Issued October 2025)
- Columbia Business School: Leadership, People, Teams, and Organisations (Issued September 2025)
Timeline
Vice President, Group Customer Experience
OCBC Bank
08.2018 - Current
Senior Consultant
AAdvantage Consulting Group
08.2011 - 07.2018
Part Time Contract Staff
Deustche Bank
11.2007 - 05.2008
Bachelor of Science - Applied Mathematics
National University of Singapore