Executive Lead, Customer Experience & Continuous Improvement

DBS; Singapore; On-site; SGD 140,000 - 220,000; Full time

Job summary

DBS Asia Central in Singapore seeks a Team Lead for Customer Experience to drive continuous improvement and strategic initiatives within the customer experience domain. You will oversee closed-loop feedback for customer complaints and ensure effective implementation of improvement plans across departments.

The role also closes out regulatory and audit findings while elevating frontline teams through the DBS RED service standard.

Qualifications

• 10-15 years of consumer experience and data analysis.
• Experience in financial institutions or consultancy preferred.
• Excellent communication and presentation skills.
• Ability to synthesize information and communicate to diverse stakeholders.
• Proven track record delivering journey improvement initiatives.

Responsibilities

• Drive VOC closed-loop resolutions and implement action plans by teams.
• Provide domain expertise to strategic initiatives and projects.
• Develop CX design and service benchmarking programs for best-in-class experience.
• Respond to regulatory and audit requirements and findings.
• Support cross-functional reviews with senior management and stakeholders.
• Strong people manager with a proven record of improving team performance.

Skills

VOC program design

Stakeholder management

Strategic thinking

People management

Regulatory awareness

Data analysis

Job description

DBS Asia Central in Singapore seeks a Team Lead for Customer Experience to drive continuous improvement and strategic initiatives within the customer experience domain. You will oversee closed-loop feedback for customer complaints and ensure effective implementation of improvement plans across departments.

The role also closes out regulatory and audit findings while elevating frontline teams through the DBS RED service standard.