Mark G.

Mark G. is a seasoned professional in customer experience and digital innovation, currently serving as the Head of Digital Innovation, Sales and Service Quality management at OCBC Bank since January 2021. In this role, Mark leads the digital transformation initiatives for regional Contact Centers, focusing on optimizing service to sales through journey design and service quality management in Consumer Banking. Prior to this, Mark was the Head of Customer Experience at FWD Insurance, where responsibilities included developing and implementing customer experience strategies across various business areas. Mark's extensive career also includes over nine years at DBS Bank, where roles spanned from SVP Head of Customer Experience for regional customer centers to leading the transformation of customer servicing models. Mark holds a Master of Business Administration from Singapore Management University.