Senior Change & Customer Experience Leader

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

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.