Manager, Customer Segments & Experience, Consumer Banking Group
DBS Bank
Queen's Road Central, Hong Kong, China

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
  • Requirement

  • 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.
  • 申請
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