Designing a highly customer-centric bank

Why you will love this

Be part of a multi-disciplinary team working on the design and delivery of meaningful and delightful customer experiences across the OCBC Group.

Learn and grow with a community of passionate Customer Experience practitioners from research, design, delivery and outcome measurement.


Group Customer Experience (GCX)'s role is to help the Bank's divisions become increasingly more customer-centric using proven Human-Centred Design methods. Our goal is to design and deliver outstanding customer experiences across all touchpoints and at every moment the customer interacts with OCBC Bank.


Our teams comprise talented individuals of different expertise who put customers at the core of everything we do. Our activities are focused on these key areas:


The Research team helps the OCBC Group make better business decisions by understanding customer behaviours and motivations by regularly engaging them. This allows us to uncover customers’ unmet needs and pain-points as well as their aspirations and ambitions through a variety of qualitative and quantitative methods.

Customer Journeys

The Customer Journeys team designs holistic end-to-end customer journeys across multiple touch points, from our digital channels to our branch environments. The team also defines and refines experiences aligned to the OCBC brand promise.


The Design team is responsible for the user interface and experience of the Bank’s channels and platforms. These channels include the OCBC website, all banking apps, our ATM platform and our branches for both customer and premier segments. UI and UX designers championing simplicity and ease of use work hand-in-hand with industrial designers and architects who specialise in planning the layouts and design of our branches (including FRANK stores and the Premier Banking lounges).

CX Metrics

The CX Metrics team measures the business performance and outcomes of our customer journeys. Our success is defined by our customer satisfaction scores, ease of use, usability and emotional impact of each touchpoint, as well as the willingness of customers to increase their engagement with the Bank.

Featured highlight

Mobile Developer & UI Designer

Hear from a mobile developer and a UI designer on their work in research, prototyping and designing dynamic apps and portals that make banking better and more dynamic.

Awards and Achievements

The Digital Banker’s Digital CX Awards

Best Customer Experience via Mobile and Internet Banking 2022

Singapore Good Design Award

Winner for Digital Solutions 2021

Singapore Good Design

Gold Award Winner for 2020

Singapore Good Design Award

Winner for Interior Design 2019


Passion and values-based leadership

To Ken Wong, Head of AI Lab, passion rises above all when it comes to being a successful leader.

15 November 2019

Read more

Banking on music to improve lives

Read about Kasper Hansen's work, influencing the lives of children in the Philippines through music education.

23 October 2019

Read more

Adopting AI in credit risk monitoring

Nick Luo, Data Scientist, shares the creation process behind OCBC's news sentiment scanning model.

20 November 2019

Read more
Find your perfect job
Show me
  • Job Title
  • Role
  • Date Posted
  • Job Title
  • Role

Show more jobs