Director, Customer Advocacy and Insights

Job Summary

The Director, Customer Insights and Advocacy is responsible for strengthening the independent voice of the client within the Client Experience team. The role leads structured customer research and insight gathering through SC Inner Circle and other feedback channels, translates customer and complaint signals into actionable themes, and drives the Customer Advocate agenda and deliverables. The role supports proactive identification of emerging or systemic client outcome risks, challenges whether products, processes and journeys deliver fair outcomes, tracks corrective and preventive actions, and prepares high-quality updates for senior management, the Customer Advocate, MAS and the ABS Fair Dealing Committee.

Key Responsibilities

Customer Advocate Agenda and Independent Challenge

• Drive the Customer Advocate workplan, governance calendar, deliverables and progress reporting, ensuring commitments are clearly owned, tracked and completed.
• Prepare decision-ready briefings for the Customer Advocate on material customer themes, vulnerable client matters, unfair treatment, systemic issues and reputational risks.
• Provide independent, evidence-based challenge on whether proposed products, processes, policies and complaint outcomes deliver fair and sustainable client outcomes.
• Coordinate second reviews or escalations commissioned by the Customer Advocate and ensure lessons are translated into corrective and preventive action.

SC Inner Circle Research and Client Listening

• Design and deliver a structured SC Inner Circle research programme covering priority products, journeys, service experiences and emerging customer concerns.
• Develop research questions, participant segments and discussion guides; facilitate listening sessions and synthesise findings into clear, balanced insights.
• Use SC Inner Circle as an early-warning mechanism to surface misunderstanding, friction, vulnerability and unintended consequences before issues develop into complaints.
• Close the feedback loop by communicating actions taken, measuring whether changes improve outcomes and maintaining a reusable repository of findings.

Insight Integration, Measurement and Early Warning

• Integrate qualitative and quantitative signals from SC Inner Circle, complaint data, post-resolution feedback, service metrics, vulnerable client indicators and other voice-of-client channels.
• Distinguish isolated operational noise from recurring, emerging or potentially systemic themes, with clear trigger points for escalation.
• Develop outcome-focused measures covering root causes fixed, action effectiveness, recurrence, client understanding and whether the fix holds over time.
• Produce concise dashboards, thematic analyses and forward-looking recommendations for management and governance forums.

ABS, MAS and External Forum Engagement

• Coordinate the Bank’s inputs, positions, papers and follow-up actions for the ABS Fair Dealing Committee and relevant workstreams.
• Prepare accurate, balanced and well-substantiated updates for MAS, ABS, senior management and internal governance forums.
• Track industry commitments, best-practice reflections, definitions, metrics and agreed deliverables, ensuring internal stakeholders are mobilised and deadlines are met.
• Trans...

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