Corporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region that are based on account relationship management, service differentiation, product development and rigorous credit standards.
The Customer Experience team is tasked with supporting business by maximizing Customer Satisfaction across all client lifecycle journeys.
Responsibilities
- Create end-2-end Client Journey maps and required architecture to assist in roll out of IBG’s Client Lifecycle journeys across onboarding, Service and Transacting across the region (SG,HK,CN,IN,ID,TW)
- Draw insights from Voice of Customer (VoC) and bring outside-in perspective from other industries to support the Journey rollouts/Project plan.
- Practise data storytelling – use data to create the need for change as part of the Journey.
- Drive Change Management across IBG to ensure commercialization of the changes rolled out and ensure customer outcomes for the journeys.
- Work with multiple business units and stakeholders to lead and execute cross-department Journeys/CX initiatives.
- Act as the “internal consultant” – to guide business actions that maximize value and support the rollout of changes required.
Requirements
- Bachelor Degree with 7-10 years of experience in client facing role (direct/indirect)
- Familiarity with banking and financial services industry OR Service industry background.
- Strategic thought leader – high awareness of CX trends and latest developments
- Strong data skills – ability to build and understand tiering models.
- Strong communicator who can influence others about the change
- Ability to deal with ambiguity, work independently, detail oriented, Relationship led.
- Learning mindset, open to learning new concepts and techniques that enable the change
