AVP, Customer Experience Journey Design, Consumer Banking Operations, Technology and Operations

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.


Job Purpose

The Technology & Operations group is key to enabling the DBS vision of being the leading bank in Asia.

One of the key mandates of T&O Consumer Banking Operations is to drive Customer and Employee Experience program of work which aims to embed Human Design thinking in transforming customer journeys.

The incumbent is responsible in driving Customer Journeys transformations in Consumer Banking Operations (CBO), across 6 CBO locations - in Singapore, Hong Kong, Indonesia, India, Taiwan and China.


Responsibilities

Customer Experience Journey Design

• Cascade Journey Design methodologies and principles to embed Journey Thinking 
• Lead strategic discussions to identify and prioritise high impact areas within Consumer Banking Operations for journey design and experience improvement
• Participate in Journey Workshops, contributing towards; effective use of design thinking, ideation, stakeholder management and workshop facilitation
• Provide consultative coaching to Journey Teams and Journey Managers in the use of Human Centered Design (HCD) to discover insights which can lead to actionable improvements
• Collaborate with cross functional teams to define plans of action and projected benefits 
• Coach teams to develop experiments or prototypes to validate assumptions and desirability of solutions proposed
• Drive execution and delivery of projected outcomes for Customer Journey initiatives through regular follow up and governance
• Identify opportunities to showcase or share journey learnings and success 

Requirements

• A good university degree with relevant professional / industry qualifications 
• More than 8-10 years in area of Customer Experience. 
• Candidates with Consumer Banking knowledge and/or Design Thinking will be preferred.
• Experience in leading cross functional teams either directly or indirectly.
• Experience in managing and driving execution of customer experience improvement projects from conceptualization to delivery. 
• Experience in driving cascade and implementation of enterprise-level program; including management & governance over policies & standards.
• Passionate and knowledgeable about Customer Experience Management. 
• Adaptive stakeholder engagement skills. Ability to develop rapport, influence outcomes & exercise authority in a collaborative manner, across functions, geography and various seniority. 
• Curious and resourceful in problem solving with strong execution abilities.
• Articulate and strong communication skills.
• Structured thinking and meticulous in planning and execution.
• Proactive in identifying & driving improvement initiatives.

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.