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.
To assist Team Head to lead customer journeys and facilitate on journey design
To assist Team Head to monitor and keep track the progress of Customer Journeys
To identify gaps on customer experience and generate new Ideas to enhance the customer journeys, customer communication and internal process improvement
To collect insights and learnings from various channels including industries practices, voice of customers and staff for identifying service gaps and action plan
To support local BU / SU by providing feedback on various customer touch points from Customer Experience’s perspective
To work closely with Customer Intelligence team to uplift customer experience and achieve the Customer Satisfaction Survey KPIs
To assist in developing a structured framework on branch experience strategy in alignment with the Bank’s direction and target
To support initiatives on uplifting overall branch experience and frontline staff professionalism, such as collecting findings via branch visits, customer immersions, and liaison with relevant BU / SU for program launches
To optimize branch efficiency by coordinating with relevant stakeholders on digitalization, queue management to relieve counter traffic, streamlining branch operations etc
Degree holder in Business Administration, Marketing, Quality Management or related discipline.
Possess 3-5 years’ experience gained in consumer banking environment; while exposure in customer experience management and branch operations is highly preferred.
Self-motivated, able to work independently and results oriented.
With customer-focused mindset and good written communication skills.
Well-organized, proactive, with an attitude to embrace changes and challenge the status quo.