Profile
Ms Ku Yuen Wah is the Programme Chief for the Master of Technology in Digital Leadership at NUS-ISS, National University of Singapore. She also serves as Director, Customer Experience & Organisational Excellence, leading the Learning Excellence, Process Excellence, Quality Management and the Programme Operations & Client Services teams to champion customer centricity and forward-thinking practices that drive innovation, enhance service quality and advance organisational excellence. She designs and delivers executive courses for leading organisations such as GovTech and DBS Bank. As a Gallup-Certified Strengths Coach and a Certified HSD Professional, she facilitates strengths-based development, helping leaders and teams build adaptive capacity and co-create impactful solutions.
Prior to joining NUS-ISS, Yuen Wah had a distinguished 22-year career with OCBC Bank, where she led e-business ventures and founded the Centre for Experience Design Innovation – an industry first that institutionalised customer experience design and best-practice benchmarking. In her Group-level role, she spearheaded impactful business transformation initiatives across multiple geographies and banking entities, including private banking, wealth management, insurance, securities and corporate banking. Her leadership drove $200 million in margin improvements, fostering innovative customer experiences, and enabled the mentoring of over 300 colleagues. Earlier in her career, she served a decade in the public sector, pioneering enterprise-wide business process reengineering for major public agencies.
An active contributor to professional excellence communities, Yuen Wah serves as a finalist judge for the International Best Practice Competition (2023 - 2025), was a Lead Assessor for the Singapore Quality Award for 13 years, and an International Assessor for the Australian Business Excellence Award in 2011. She also lectured for 12 years in the Master of Science programme at the NUS College of Design & Engineering.
Yuen Wah holds an MBA (with Distinction) in Strategic Management from Strathclyde Graduate Business School and a Bachelor of Science (Honours) from the NUS.
- Certified Human Systems Dynamics Professional
- Gallup-Certified Strengths Coach
- ICAgile-Certified Professional Agile Coaching (ICP-ACC)
- IAF-Certified Professional Facilitator (IAF CPF)
- OCBC Executive Development Programme, INSEAD
- MBA with Distinction, Strathclyde Graduate Business School
- BSc with Honours, National University of Singapore
Membership
- Member of Singapore Computer Society (SCS) since 2023
- Member of International Association of Facilitators (IAF) since 2012
- Honorary Auditor of IAF Singapore Chapter (2021 – 2023)
- EXCO Secretary of IAF Singapore Chapter (2019 - 2021)
- Lead Assessor for Singapore Quality Award (SQA), administered by Enterprise Singapore (2016 – 2019)
- International Assessor for Australian Business Excellence Award (2011)
- Adjunct Lecturer for MSc in Systems Design & Management, National University of Singapore (2007 – 2019)
Invited Keynotes and Talks
Sharing her expertise at local and international conferences on business excellence, customer experience innovation and process excellence, such as:
- “Building & Sustaining BE for the Service Sector” and “Organizational Transformation & Key Learning Points on Business Excellence”, International Conference on Expanding Business Excellence in the Asia-Pacific at Islamabad [Mar 31 – Apr 22015]
- “Achieving Breakthrough Innovations Beyond BPR to Gain Significant Competitive Edge”, Agility Asia: Process Reengineering & Business Transformation Conference [Nov 20–21 2014]
- “Service Excellence in Banking”, Share Best Practice Conference & Exhibition at Dubai [Sep 29 2013] (under the patronage of H.H. Sheikh Ahmed Bin Saeed Al Maktoum, Chairman, Dubai Airports; President, Dubai Civil Aviation Authority; Chairman & CEO, Emirates Group; Patron, Dubai Quality Group)
- “Using Customer Insights to Design a Great Customer Experience”, KM Asia Conference [Nov 6-8 2012]; Her paper was published in the journal: Innovation and Transformation Through Knowledge Management
- “Process & Service Design Thinking: Framework & Tools”, Business Analysis Congress Asia [May 29–30 2012]
- “Driving a Vision for Service Excellence in Retail Banking”, Asian Lean Six Sigma & Process Excellence Summit [Feb 22-23 2011]
- “Towards a Learning Nation: Reengineering the Singapore Public Libraries”, 3rd International Conference on Management, Shanghai, China, July 24-28 1998
What I Teach
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