Yap Si Guan

Yap Si Guan is a seasoned banking professional with over two decades of experience in customer experience management and analytics. Currently serving as Vice President and Head of Customer Experience Management at OCBC Bank since June 2011, Yap leads a team focused on tracking customer feedback, enhancing service design, and improving omni-channel experiences across various digital and human touchpoints. Prior to this role, Yap held leadership positions at Singapore Management University and UOB, contributing expertise in research and analytics. Yap's academic background includes dual degrees in Accounting and Accountancy from Nanyang Technological University Singapore, with ongoing studies at INSEAD.