VP, Customer Experience Lead, Consumer Banking Group, Group Design VP, Customer Experience Lead, Consumer Banking  …

DBS Bank Limited
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
Competitive
VP, Customer Experience Lead, Consumer Banking Group, Group Design
JOB PURPOSE

We assist in defining key customer journeys (offline and online) with strategic vision-to help business drive and fosters a culture of 'customer obsession'.

Iconic Journey

Identify & monitor iconic journeys along with the business/products, and country (CE country team)- Journey design & UX resources is expected to be funded under initiatives budget
    Monitor execution of iconic journeys and ensure updates are provided.
Inspiration
    Employee Recognition (CBG Heroes) CE Publication Training (CJ Mapping, Service Blueprint), leverage L&D and corporate CE Team
To be a driver of customer centric culture
    To facilitate and implement customer journey design initiatives to achieve DBS' business strategic focuses

KEY ACCOUNTABILITIES

E2e customer journey transformation
    To improve/transform e2e customer journeys (digital and physical) with focus on 'customers' jobs to be done'. To develop and maintain the journey roadmaps for identified product/channel/interaction experiences
Successful execution/progression of customer journey projects
    To document observations and identify customer insights To identify opportunities for enhancement of customer experience To present recommendations and/or facilitate workshops/discussions To lead experiments/iterations of proposed concepts/solutions To drive refinement/development of customer journey enabling processes or procedures
Recognised advocate of customer centricity and user experience design
    To champion and drive customer-centric & user experience design culture
Coach/Trainer of customer centricity competencies
    To develop training/coaching programmes for customer experience related competencies To equip and strengthen customer experience capabilities of CE team members within organisation

RESPONSIBILTIES
    Work with multiple business units and stakeholders to lead and drive identified journey projects Facilitate and manage stakeholder discussions, design workshops to drive for experience/journey transformations/improvements Consolidate and analyse customer and business data (including research output) to derive transformative/improvement experience opportunities Ideate, prototype and develop customer journey concepts/solutions with cross discipline teams Champion customer centric & user experience design culture and behaviours Design, organise and manage customer centric and/or user experience design culture driving initiatives Develop and conduct customer centric competency training programmes
Requirements
    Minimum no of years - 10 years
Non-technical Experience
    Experience in customer journey or process design using transformation/improvement methodologies (e.g. HCD, Six Sigma; Lean) Experience in digital design, customer experience focused area, consumer psychology or related fields Experience in managing senior management stakeholders Experience in implementing/managing regional projects/initiatives
Technical Experience
    Human-centred design Process improvement/re-design Presentation/Facilitation Report Writing Designing and conducting qualitative research
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.
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