DBS is seeking a strategic and experienced individual to join our Consumer Banking Wealth Management Operations (CBWMO) team. This pivotal role will drive the transformation of customer servicing into a digital-first, AI-enabled, and proactive experience across our core markets, ensuring meticulous attention to detail and seamless collaboration within a dynamic team environment.
Role Overview
The VP/AVP, Regional Servicing Journey Designer will be instrumental in driving digital transformation, Gen-AI integration, and process optimization within Consumer Banking Wealth Management Operations across DBS markets. This role defines, designs, and optimizes end-to-end customer servicing journeys across digital customer servicing platforms and Customer Centre (CCTR) touchpoints via digital channels, with a focus on conversational AI, to deliver intuitive, proactive customer experiences.
Key Responsibilities
- Customer Journey Design: Design and execute the regional servicing journey strategy for Operations customer servicing touchpoints, ensuring holistic design. This involves reviewing reactive, proactive and preventive customer experiences to create seamless, integrated customer servicing journey and leveraging capabilities such as AI and customer science hyper-personalisation to fulfil customer servicing requests. This job entails need to engage, partner with regional CBWMO teams to ensure localized strategic alignment and execution.
- Projects Delivery Excellence: Own and track key project deliverables to meet key outcomes, ensuring strong delivery discipline and data-driven performance management.
- Stakeholder & Governance Management: Partner strategically with Retail and Wealth Platform owners, Data Chapter, Group Ops Capability Centre (GOCC), CCTR, CBWMO across the region, and Technology. Provide transparent communications on project progress, risks, and mitigation. Cultivate alignment across business, operations, and technology teams. Precisely track and adjust project milestones to achieve objectives.
Requirements & Experience
- Education: Bachelor's Degree or Diploma in a relevant discipline.
- Experience: 5-7 years in customer journey design, digital servicing, or transformational roles, with proven experience delivering measurable outcomes.
- Strategic Mindset: Strong understanding of digital customer behaviour and servicing journeys. Possess a data-driven mindset with the ability to interpret analytics and translate insights into strategic actions.
- Domain Knowledge: Exposure to Retail and Wealth Consumer Banking Wealth Management Operations, Customer Centre is required, with knowledge of AI/ML-driven customer servicing solutions is an advantage.
- Technical & Methodological Acumen: Sound knowledge of consumer banking products, servicing processes, digital platforms (mobile banking, public web, chatbot) and project management methodologies
- Core Competencies: Excellent communication skills (verbal and written), strong stakeholder management, and a collaborative teamwork approach. The ideal candidate will be independent, resilient, and highly organized, disciplined, and delivery-focused, demonstrating meticulous attention to detail in all tasks.
Location:
DBS Asia Hub
Job:
User Experience
Schedule:
Regular
Employee Status:
Full time
