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

DBS Bank Ltd; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

DBS Bank Ltd. is seeking a Customer Centre strategist to develop and implement initiatives that enhance customer experience across touchpoints. You will drive continuous improvement and service excellence, leveraging data and design-thinking methods to deliver outcomes.

The role requires guiding transformation efforts, managing campaigns, and ensuring KPI targets are met without compromising service quality. Strong collaboration with stakeholders is essential.

Qualifications

• 5+ years of relevant experience.
• Experience with strategic problem solving and project management.
• Deep understanding of human-centered design.
• Ability to facilitate ideation workshops including customer journey mapping.
• Ability to build relationships with stakeholders.

Responsibilities

• Help develop and implement customer obsession strategies to enhance experience and drive outcomes.
• Gather and analyse data and trends to inform strategic recommendations.
• Facilitate design-thinking workshops to foster innovative solutions.
• Prepare materials for business reviews and strategic meetings.
• Support customer-centric campaigns and ensure alignment with goals.
• Contribute ideas for new strategies to improve customer satisfaction.

Skills

Strategic problem solving

Project management

Human-centered design

Workshop facilitation

Stakeholder management

Tools

MS Office

Job description

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