Senior Associate, Change Management Executive, Customer Centre, Group CSH

DBS Bank Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

DBS Bank Ltd in Singapore invites a Senior Associate, Change Management Executive to shape customer experience across the Customer Centre, driving service excellence and continuous improvement.

You will lead ideation, facilitate workshops, analyze data, and implement strategies that place the customer at the heart of every touchpoint, leveraging design-thinking and Gen AI to accelerate outcomes.

Qualifications

• Min 5 years of relevant experience.
• Experience with strategic problem solving and frameworks, and project management.
• Deep understanding of human-centered design.
• Ability to facilitate ideation and workshops using frameworks like customer journey mapping.
• Ability to maintain good stakeholder relationships.

Responsibilities

• Develop and implement customer obsession strategies to enhance customer experience.
• Gather and analyse data and trends to inform strategic recommendations.
• Facilitate design-thinking workshops for desired customer outcomes.
• Prepare materials for business reviews and strategic meetings.
• Support customer-centric campaigns ensuring alignment with strategic goals.
• Contribute ideas for new strategies to boost customer satisfaction and innovation.
• Leverage Gen AI to drive continuous improvement in quality.
• Facilitate change management to adopt new processes and ways of working.
• Monitor transformation efforts to achieve KPI targets.

Skills

Strategic problem solving

Change management

Stakeholder management

Facilitation

Communication skills

Leadership

Analytical thinking

Tools

MS Office

Gen AI

Job description

## Senior Associate, Change Management Executive, Customer Centre, Group CSHApply: Singapore - East: Full time: Posted Today: WD88980**Role Overview:**Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers’ experience and lead to service excellence. **Roles & Responsibilities:*** Help develop and implement customer obsession strategies that enhance customer experience and drive positive outcomes.* Gather and analyse data and trends, using findings to inform strategic recommendations.* Support the facilitation of design-thinking workshops aimed at achieving desired customer outcomes and fostering innovative solutions.* Assist in preparing materials for business reviews and strategic meetings to support the Customer Centre’s objectives.* Support the management of customer-centric campaigns within the Customer Centre, ensuring effective execution and alignment with strategic goals.* Contribute ideas for new strategies that enhance customer satisfaction, promoting a culture of creativity and innovation.* Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre.* Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working.* Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved.* To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery. **Requirements:** * Min 5 years of relevant experience.* Demonstrated experience and knowledge of strategic problem solving and frameworks, and project management skills* Deep understanding of human-centered design approach* Able to facilitate ideation and workshops leveraging multiple frameworks e.g., customer journey mapping.* Able to uphold good working relationship with stakeholders. **Core Competencies:*** Good interpersonal & communication skills* Able to work independently and in a group, demonstrating leadership and teamwork where situation requires* Good planning & organisational skills* Self-motivated team player* Good judgment and problem-solving skills* Resourceful and able to make decisions to resolve various issues **Technical Competencies:*** Strong Process Improvement Skills* Proficient in MS office tools* Knowledge in Customer Centre systems* Knowledge of Customer Requirements* Service Level, Abandonment Rate, Unit Costs, Customer Satisfaction**Location:**DBS Asia Hub**Job:**Customer Service**Schedule:**Regular**Employee Status:**Full time