Role Overview:
Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers? experience and lead to service excellence.
Key Responsibilities:
- Help develop and implement customer obsession strategies that enhance customer experience and drive positive outcomes.
- Gather and analyse data and trends, using findings to inform strategic recommendations.
- Support the facilitation of design-thinking workshops aimed at achieving desired customer outcomes and fostering innovative solutions.
- Assist in preparing materials for business reviews and strategic meetings to support the Customer Centre?s objectives.
- Support the management of customer-centric campaigns within the Customer Centre, ensuring effective execution and alignment with strategic goals.
- Contribute ideas for new strategies that enhance customer satisfaction, promoting a culture of creativity and innovation.
- Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre.
- Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working.
- Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved.
- To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery
Requirements:
- Demonstrated experience and knowledge of strategic problem solving and frameworks, and project management skills with minimum 5 years of relevant experience.
- Deep understanding of human-centered design approach
- Able to facilitate ideation and workshops leveraging multiple frameworks e.g., customer journey mapping
- Able to uphold good working relationship with stakeholders
- Strong Process Improvement Skills
- Knowledge in Customer Centre systems and Customer Requirements
- Service Level, Abandonment Rate, Unit Costs, Customer Satisfaction
Location:
DBS Asia HubJob:
Customer ServiceSchedule:
RegularEmployee Status:
Full timeSkills Required
- Minimum 5 years relevant experience with strategic problem solving and project management skills
- Deep understanding of human-centered design approach
- Ability to facilitate ideation and workshops using frameworks such as customer journey mapping
- Ability to build and maintain strong stakeholder relationships
- Strong process improvement skills
- Knowledge of Customer Centre systems and customer requirements
- Familiarity with customer metrics: service level, abandonment rate, unit costs, customer satisfaction
What We Do
DBS Bank is a leading financial services group in Asia, headquartered in Singapore. It provides a full range of consumer, SME, and corporate banking services. The bank is recognized for its digital innovation, having been named 'World's Best Digital Bank' and 'World's Best Bank' by various publications. It also operates the DBS Foundation, which supports social enterprises and community initiatives, reflecting its commitment to creating impact beyond traditional banking.
