Specialist, Customer Experience, Consumer Banking Specialist, Customer Experience, Consumer Banking …

DBS Bank (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
DBS Bank (Hong Kong) Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
See job description for details
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.

Responsibilities:
Customer / Employee Journey
  • Collaborate with key business functions and products to consistently deliver end-to-end customer experience across channels and touchpoints for improving customer journey
  • Take the lead and be the change agent to communicate effectively & work closely with squad members for delivering various initiatives
  • Drive journey and agile thinking with data and technology in use to deliver, drive, manage and measure operation process workflow, customer journey, business initiatives for digital adoption and transformations projects
  • Build and embrace change mindset to drive for changes in Customer Banking Operations' ways of working for implementing change
  • Take ownership of change management from customer and employee journey re-design for establishing a journey thinking model
  • Identify and deliver Customer & Employee Journey across the business through employing journey methodologies and the application of Agile thinking.
  • Introduce best practice and innovation ideas in solutioning
Project / Initiative Implementation
  • Understand business and technical requirements, working with internal and external stakeholders
  • Experience in prototyping and iterating to demonstrate interactive experiences and communicate design concepts with solid rationale
  • Support users in liaison with Tech support teams to resolve in-use system issues and defects from journey for design best-fit solution with tech, users, risk SME and stakeholders
  • Define processes and controls in manual procedure to manage potential operations and customer impact
  • Proven experience in journey mapping with the use of data to design and provide insights for productivity improvement initiatives generation and operation improvement
  • Post implementation review for measuring the effectiveness of project / initiatives
Requirements:
  • University Degree Holder with minimum 5-year experience in designing large-scale end to end customer journey and process flow that meet business goals for long-term success in financial institutions
  • Good knowledge of user research methods including usability testing, field study, A/B testing etc.
  • Working knowledge of design and prototyping tools to generate, visualize and iterate ideas and solutions
  • Strong customer experience strategy development, customer insights and process mapping experience
  • Experience with data analysis using different tools (e.g. Qlikview, Qliksense, Tableau) is preferable
  • Able to work independently, excellent interpersonal and communication skills
  • Proficient in MS Office
  • Proficiency in spoken / writing skills in both English and Chinese
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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