Huei Siang S.

Huei Siang S. has extensive experience in customer experience (CX) strategy and design, as well as customer advocacy and service quality. They have held various leadership positions in prominent banks such as RHB Banking Group, CIMB, United Overseas Bank Limited (UOB), Standard Chartered Bank, and HSBC.

At RHB Banking Group, they currently serve as Vice President & Lead, CX Strategy & Design, Group Customer Experience. In this role, they lead and coach the CX Strategy & Design Team, managing the Group Strategic CX Programme to improve Net Promoter Score (NPS) and increase primary bank usage.

Prior to that, at CIMB, they were the Vice President, CX Design, Group Customer Experience Management. They led NPS Improvement Projects and contributed to the Group Customer Experience Transformation Programme.

Before CIMB, they worked at UOB as Vice President, Customer Advocacy & Service Quality. Here, they operationalized and managed the bank-wide Voice of Customer & Measurement Programme, including various surveys and feedback mechanisms.

They also have experience at Standard Chartered Bank, where they served as Manager, Payment & Clearing Operations, responsible for managing service quality and supporting process improvement projects.

Their career started at HSBC, where they held multiple roles including Assistant Manager, Branch Customer Service, and Assistant Manager, Channels & Service Quality. In these positions, they led teams, achieved key performance indicators, and managed customer experience programs, such as the Voice of Customer Programme and Mystery Shopping Programme.

Overall, Huei Siang S. has a strong background in CX strategy, customer advocacy, and service quality, having contributed to the success of various banking institutions throughout their career.

Huei Siang S. obtained a Bachelor of Commerce degree in Marketing and Psychology from the University of Melbourne, which was completed between 2005 and 2007. In addition, they have obtained certifications such as Forrester CX Pro from Forrester in 2019 and Six Sigma Green Belt Certification from Lean Partner in 2014.