AVP, Customer Experience, Consumer Banking Group

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • DBS Bank (Hong Kong) Limited
  • 23 Jan 18 2018-01-23

AVP, Customer Experience, Consumer Banking Group

DBS. Living, Breathing Asia.


DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named "Asia's Best Bank" by The Banker, a member of the Financial Times group, and "Best Bank in Asia-Pacific" by Global Finance. The bank has also been named "Safest Bank in Asia" by Global Finance for eight consecutive years from 2009 to 2016.

Responsibilities

  • To assist the VP, CE to lead the customer journeys and facilitate cross-teams workshops on journey design
  • To assist the VP, CE to monitor and keep track the progress of CJs/EJs. Report regularly to regional and local RED team
  • To identify gaps on customer experience and generate new Ideas to enhance the customer journeys
  • To collect insights and learnings from various channels including industries practices, voice of customers and staff for identify service gaps and action plan
  • To coordinate and support facilitation during journey design workshops to redesign customer journeys
  • Work closely with local BU/SU on customer journey initiatives
  • Support local BU/SU by providing feedback on various customer touch points from CE's perspective
  • Work closely with Service Intelligence team and Service Quality team within CE Team to uplift the customer experience and achieve the CSS KPIs

Requirements

  • Degree holder in Business Administration, Marketing, Quality Management or related discipline.
  • Possess 5-8 years' experience gained in consumer banking environment; while exposure in customer experience management is highly preferred.
  • Self-motivated, able to work independently and results oriented.
  • With customer-focused mindset and good written communication skills.


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.