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 Deputy Director of Corporate Services, where she oversees Learning Excellence to inspire and elevate learning standards while strategically leading the NUS-ISS Blended Learning programmes. She develops and delivers courses for leading organisations, including the GovTech CIO Milestone Programme and the DBS Senior TechLeaders Mastery Programme. As a Gallup-certified Strengths Coach, she leads strengths-based development workshops and offers coaching services.
Prior to NUS-ISS, Yuen Wah had a distinguished 22-year career at OCBC Bank. She led e-business ventures, founded the Centre for Experience Design Innovation, institutionalized best-practice benchmarking and customer experience design – an industry first. In her Group-level role, she spearheaded impactful business transformation initiatives across geographies and banking entities, including private banking, wealth management, insurance, securities and corporate banking. Her contributions included mentoring over 300 colleagues, creating innovative customer experiences, and capturing a total value of $200 million in margin improvements for the bank. Earlier in her career, she spent a decade in the public sector, pioneering enterprise-wide business process reengineering for major public agencies.
An active contributor to professional communities, Yuen Wah has judged the International Best Practice Competition (2023, 2024) and served as a Lead Assessor for the Singapore Quality Award for 13 years, as well as an International Assessor for the Australian Business Excellence Award in 2011. She was an adjunct lecturer for a Master of Science programme at the NUS Faculty of Engineering for 12 years. She holds an MBA (with Distinction) in Strategic Management from Strathclyde Graduate Business School and a Bachelor of Science (with Honours) from NUS.
- 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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