Business Function:
Here at the DBS Transformation & Data, Group COO, we focus on nurturing the culture of the World's Best Bank, 2025, 2021, 2019 (Euromoney) and World's Best Digital Bank (Euromoney, 2016 & 2018). Our approach is a combination of both science and art; we immerse our stakeholders in the world of design thinking and experimentation, drive rigorous creativity along our pipeline, and build connections between corporate entrepreneurs and start-ups. We are a cross-disciplinary team focused on the invention of solutions that will radically improve the way people live, work and play. We are passionate and committed to make banking joyful (while having lots of fun)!
Responsibilities:
- Project manage: drive the implementation of customer experience (CX) programs and initiatives across multiple regions, ensuring alignment with both local needs and the broader organizational goals.
- Train & develop: Design and deliver engaging training programs that equip employees at all levels with the tools, mindsets, and skills needed to drive customer obsession throughout the bank.
- Inspire behaviour change through stories: Collect and analyse Voice of Customer (VoC) feedback and success stories, translating them into compelling narratives that highlight the impact of customer-first initiatives and share these stories across the organisation to inspire continued cultural transformation.
- Collaborate for success: Partner with teams across the bank to create cross-functional strategies that embed customer-centricity into policies, processes, and practices, always advocating for the customer.
- Support cultural change: Work closely with internal stakeholders to understand their unique challenges, needs, and processes, helping them embed customer-centric thinking in their daily work and communication.
Requirements:
- Degree in a field related to Customer Experience / Project Management / Behavioral science
- Has 8+ years working in relevant fields
- Has exceptional project management skills
- Experienced and comfortable with facilitating workshops
- A self-starter and collaborator that flourishes in a fast-paced, ever-changing and deadline-driven environment
- Bonus for experience in using Qualtrics to manage Voice of Customers, and for experiences in marketing / communications
Location:
DBS Asia Central
Job:
User Experience
Schedule:
Regular
Employee Status:
Full time
