AVP, Team Head, Customer Insights & Data Analytics
DBS Bank
Hong Kong
2天前

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.

Responsibilities

  • Design and build innovative, self-service CE measurement data products to enable insights generation and customer experience driven decisions
  • Explore and utilize different technologies to gather and synthesize Voice of Customers (VOC) data (e.g. surveys, problem resolution, service requests, enquiries, social media, app stores, digital journey footprints, etc.
  • with associated business data to determine key drivers of customer success, loyalty, risk, churn and overall experience, and then translate that into actionable insights to drive Customer Obsession throughout the Bank

  • Create and issue regular and ad hoc customer insight reports to help key stakeholders keep their finger on the pulse and will lead to ongoing improvements to CX operations
  • Manage VOC platform, data structures, interface, analysis, and interpretation, including customer analysis / modeling for product and service use, satisfaction, adoption, and risk of defection, and communicate insights and recommendations tailored to the needs of different stakeholders to drive actions
  • Work with business units and Business Analytics team to implement data strategies, build data flows, develop conceptual / logical / physical data models, and hypotheses testing
  • Use VOC and relevant data (including voice of customers, business drivers, social media data) to design and develop high-value use cases for customer experience prediction customers’ needs and expectations
  • Guide the team in developing compelling, easy to understand communication and documentation
  • Perform on-going report streamlining and automation, and support data transformation
  • Support and provide expert consultative guidance in areas such as but not limited to data migration, document management and data quality
  • Support the roll out of regional initiatives in local market
  • Job Requirement

  • At least 7 years proven experience in Business Analytics, Data Engineering in financial institutions, research, fast-growth retail or tech companies
  • Strong knowledge of data management areas including data quality, data migration, document management, machine learning, artificial intelligence tools, etc.
  • Strong quantitative and qualitative analytical skills with ability to distill large data sets into meaningful insights and takeaways
  • Experience in team management, working in cross functional teams and in managing multiple complex projects simultaneously
  • Demonstrated ability to drive change management and work successfully in a highly cross-functional, matrix organization
  • Proficient use of tools, techniques, and manipulation, programming languages, and an understanding of data practices relating to VOC, e.
  • g. SAS, SQL, Python, Excel Macro, etc.

  • Proficient in MS applications, in particular Excel and Power Point
  • Experience in using Qualtrics, Medallia, or similar enterprise level survey tools
  • Bachelor’s degree in Computer / Data Science, Statistics, or any related technical fields
  • 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.

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