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

DBS Bank Ltd; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

DBS Bank Ltd seeks a strategy-focused professional to enhance user experience across customer touchpoints. You will drive continuous improvement and service excellence within the Customer Centre, leveraging data-driven insights and design-thinking methodologies.

The role requires leading workshops, managing campaigns, and collaborating with stakeholders to meet KPI targets while maintaining high service quality.

Qualifications

• Min 5 years of relevant experience.
• Experience with strategic problem solving and project management.
• Deep understanding of human-centered design.
• Ability to facilitate ideation workshops and stakeholder collaboration.
• Able to build strong working relationships with stakeholders.

Responsibilities

• Develop and implement customer obsession strategies to enhance customer experience.
• Gather and analyse data and trends to inform strategic recommendations.
• Support design-thinking workshops to achieve desired outcomes and foster innovative solutions.
• Prepare materials for business reviews and strategic meetings to support Customer Centre objectives.
• Support management of customer-centric campaigns ensuring alignment with strategic goals.
• Contribute ideas for new strategies to boost customer satisfaction and innovation.
• Leverage Gen AI to drive a culture of continuous improvement to quality.
• Facilitate change management to ensure adoption of new processes and systems.
• Monitor and evaluate transformation efforts and adjust as needed to meet targets.
• Consistently meet and exceed Customer Centre KPIs without compromising service quality.

Skills

Strategic problem solving

Project management

Human-centered design

Stakeholder management

Workshop facilitation

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