Senior Associate /Associate, Specialist, Customer Experience, Consumer Banking

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realize 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 realize 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:

• Working with all Customer Experience team to develop and then lead upon the strategic objectives, tactical priorities and operational plans which will underpin the Customer Experience Management work stream, to ensure that the identified outcomes, improvements, and benefits customers are realized.
• Responsible for building customer insights, utilizing customer experience data, analyze both quantitative and qualitative information collected through the Customer Voice program.
• Synthe customer insights from the Customer Voice data to support CX projects, Improvement, including Education and Training activities and to enable evidence-based decision making across organization.
• Provide enterprise wide, high quality analytical reports for executive and senior stakeholders by utilizing data visualization techniques and drawing relevant business conclusions.
• Identify patterns and trends to drive continuous improvement and use analytics to validate newly implemented features and products to ensure they meet the original business and usability requirements.
• Carry out efforts to build a service culture in accordance with the corporate brand and corporate values.

Requirements :

• Minimum 3 years in Banking industry
• Minimum Bachelor Degree
• Excellent in written and verbal Bahasa & English
• Having good analytical skill in customers demand and resolution workaround

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realize 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 realize 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:

• Working with all Customer Experience team to develop and then lead upon the strategic objectives, tactical priorities and operational plans which will underpin the Customer Experience Management work stream, to ensure that the identified outcomes, improvements, and benefits customers are realized.
• Responsible for building customer insights, utilizing customer experience data, analyze both quantitative and qualitative information collected through the Customer Voice program.
• Synthe customer insights from the Customer Voice data to support CX projects, Improvement, including Education and Training activities and to enable evidence-based decision making across organization.
• Provide enterprise wide, high quality analytical reports for executive and senior stakeholders by utilizing data visualization techniques and drawing relevant business conclusions.
• Identify patterns and trends to drive continuous improvement and use analytics to validate newly implemented features and products to ensure they meet the original business and usability requirements.
• Carry out efforts to build a service culture in accordance with the corporate brand and corporate values.

Requirements :

• Minimum 3 years in Banking industry
• Minimum Bachelor Degree
• Excellent in written and verbal Bahasa & English
• Having good analytical skill in customers demand and resolution workaround