Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.

Job Objective

·Drive strategic & innovative initiatives to enhance customer experience (CX) and satisfaction through actionable and data-driven insights

·Shape and implement AI-enabled customer experience measurements and presentation framework to support customer focused decision-making and elevate overall customer satisfaction

·Lead and participate in project teams focused on enhancing, streamlining, and optimizing customer journeys for improved customer satisfaction, productivity, and cost effectiveness

·Collaborate with business partners to identify opportunities, align requirements, and prioritize initiatives effectively

Responsibilities:

CX Transformation

·Collaborate with cross-functional teams to brainstorm, develop and implement innovative ideas for improving customer service processes, utilizing design techniques to create memorable and meaningful customer interactions

·Champion the integration of emerging technologies and trends to elevate customer experiences across key touchpoints

·Analyze and map customer journeys to identify pain points and opportunities for enhancement

Project Management and Process Improvement

·Lead or participate in project teams focused on reviewing and optimizing customer journeys

·Drive initiatives to streamline and automate processes, ensuring increased productivity and efficiency

·Monitor project progress to ensure timelines and objectives are met while managing costs effectively

Voice of Customers (VOC) Data Analytics and Reporting:

·Utilize technologies to build VOC analytics tools and CX measurement frameworks that identify trends and actionable insights, informing CX strategies and decisions

·Prepare and present regular and ad hoc reports and dashboards highlighting key performance indicators, helping key stakeholders keep their finger on the pulse and drive ongoing CX improvements

·Manage VOC platform, including data structures, analysis, and interpretation, and initiate customer analysis/modeling to predict customer needs and expectations, and communicate tailored insights and recommendations to drive actions

Stakeholder Engagement:

·Collaborate with internal stakeholders to prioritize initiatives and ensure alignment with customer needs and business objectives

·Communicate findings and recommendations effectively to senior leadership and other departments

·Support the roll out of regional initiatives in local market

Requirements:

·At least 7 years proven experience in Customer Experience, Journey Design, Agile methodologies within financial institutions or fast-growth retail companies

·Bachelor’s Degree in Marketing, Business Administration, Communications, or a related field

·Demonstrated expertise in driving change management and work successfully in a highly cross-functional, matrix organization

·Strong quantitative and qualitative analytical skills with the ability to distill large data sets into meaningful insights and takeaways

·Proven track record of managing multiple projects simultaneously, ensuring timely delivery

·Experience in team management, working within cross functional teams and managing multiple complex projects simultaneously

·Experienced in implementing AI/ML solutions to enhance customer service experiences and operational efficiency

·Highly skilled in Microsoft applications, particularly Excel and PowerPoint.

·Proficient in using enterprise-level survey tools such as Qualtrics and Medallia.

·Familiar with data manipulation and programming languages related to voice of customer (VOC), including SAS, SQL, Python, and Excel Macros

·Relevant certifications in customer experience, design thinking, or data analysis (e.g., Certified Customer Experience Professional (CCXP), Lean Six Sigma)

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.