VP / AVP, Intelligent Banking Advocate, Intelligent Banking, Consumer Banking Group

  • Competitive
  • Singapore
  • Permanent, Full time
  • DBS Bank Limited
  • 26 Apr 19

VP / AVP, Intelligent Banking Advocate, Intelligent Banking, Consumer Banking Group

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.

The Intelligent Banking unit enables DBS to thrive in the digital economy by leveraging on emerging technologies to connect horizontal journeys across our customers and ecosystem partners. Using the 3Is (Intelligent Integrations, Intelligent Immersions and Intelligent Interactions), the team aims to capture and maximise customer lifetime value, and address dimensions of emotional and social jobs-to-be-done in DBS' banking solutions.

Customer Interaction Management Team - Develop a comprehensive customer interaction map that enables consumption of banking services in innovative ways, leveraging on new technology like AI/ML, that brings real-value to customers.

Communities Engagement Team - Position DBS as a natural lifestyle enabler and trusted financial planning partner in the eyes of our customers, using educational content and driving organic engagement (online & offline) on a DBS-owned community platform.

Squad & Ecosystem Management Team - Develop and execute the overarching strategy of Intelligent Banking so we can help our customers live more and bank less across our Ecosystems.

Responsibilities

  • Customer Interaction Management: Develop comprehensive customer interaction map and model, aligning across CBG segments, channels and platforms. Create effective customer interactions using real-time hyper-personalization strategies to entrench banking seamlessly into customers' lives. Develop and drive KPI metrics to measure the impact of intelligent banking developments (e.g. strengthened customer entrenchment and loyalty, increase acquisition).
  • Communities Team: Lead customer immersion to determine strategic decisions on platform architecture, community management, drive internal advocacy for a community-based mindset, set up processes and governance around communities and data security jointly with internal stakeholders, define and drive engagement metrices.
  • Squad & Ecosystem Management Team: Develop and execute overarching strategy of Intelligent Banking - reimagine banking, create framework and governance for agile and scalable squads, so as to create best in class experiences and journeys for our customers
  • Facilitate effective omni-channel interactions by unifying and empowering the customer experience real-time through appropriate digital channels so lifetime value can be captured
  • Create more intelligent ways to authenticate customer onboarding experience (eg finger print, voice, facial recognition, intelligent live chats, iBOTs) and map strategic linkages to existing ecosystem.
  • Learn from FINTECH's best practices (Alipay, Wechat, Amazon, Google etc) to create winning formulas for CBG's "next" practices.

Requirements

  • Minimum of 8 years of working experience, in a similar capacity with a proven ability to drive customer interaction and engagement from an omni-channel perspective
  • Strong understanding of consumer banking ecosystems. Knowledge & interest in best-in-class Fintech content providers and innovation (e.g. Alipay, WeChat, Amazon, Google, AI / ML capabilities) would be desirable.
  • Good understanding of online communities and prior experience in customer-facing roles, platform architecture, content strategy or qualitative data analysis would be ideal.
  • Familiar with the Consumer Banking business, services, products, lifecycles and how these are linked into ecosystems.
  • Experience with scrum or agile methodology would be useful.
  • Passionate about delivering best-of-class capabilities, including producing seamless and superior customer experience and engagement
  • Have a strong customer-centric mindset and good understanding of customer journeys
  • Adept at stakeholder management
  • Possess excellent communication skills with a positive attitude


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.