Vice President/Senior Vice President - Customer Experience Intelligence

DBS; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

DBS Asia Central is seeking a User Experience lead within the Institutional Banking Group to own and advance the Voice of Customer driven CX product. You will connect VoC data with journeys, collaborate with Data/Tech, and empower journey owners across product and service teams.

You will co-own the Client Relationship Intelligence initiative, turn insights into action, and drive change management across units.

Qualifications

• 10-12 years of min working experience with a university degree.
• Preference for qualification in Data, GenAI and related areas.
• Demonstrated ability with data and GenAI tools to deliver a product.
• Exposure to corporate customer journeys and understanding of their needs.
• Familiarity with MS Office (PowerPoint, Excel).
• Familiarity with data concepts and customer obsession and have led cross functional projects.
• Ability to visualize and build solutions to solve CX problems using data, GenAI and Agentic automation.
• Relationship driven, execution with multiple stakeholders and indirect authority.
• Willingness to deal with ambiguity and drive change.
• Strategic thought leadership capable of communicating with seniors.

Responsibilities

• This role supports IBG CX agenda by bringing together Voice of Customer data as a layer.
• Build this layer in collaboration with Data and technology and amplify usage for improving Customer Journeys.
• Execute the plan to create an integrated layer that draws insights and delivers them to journey owners.
• Act as a product owner who puts the entire product together and commercializes it.
• Enhance the VoC product to generate insights and deeper analyses for CX improvements.
• Co-own the IBG Client Relationship Intelligence initiative delivering insights to coverage teams.
• Drive Change Management across business units and stakeholders to lead CX initiatives.
• Engage senior stakeholders efficiently and practice data storytelling.
• Maintain awareness of industry trends and best practices.

Skills

Data

GenAI

Product delivery

CX

Stakeholder management

Education

University degree

Data + GenAI qualifications

Tools

PowerPoint

Excel

Job description

Business Function Institutional Banking Group provides corporate customers with a full range of commercial banking products and services, including cash management services, , trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region that are based on account relationship management, service differentiation, product development and rigorous credit standards.

The Institutional Banking Customer Experience (CX) team is part of its Group COO function. It owns the Customer Experience agenda aimed at maximizing Customer Satisfaction and supporting Business Growth.

Responsibilities

• This role supports IBG CX agenda by (i) bringing together Voice of Customer data as a layer (ii) build this layer in collaboration with Data and technology and (iii) amplify the usage of this intelligence product for improving Customer Journeys.
• This role sits at the intersection of Customer Journeys, Voice of customer intelligence and data.
• Execute the plan to create an integrated layer that brings together Voice of Customer, draw insights and deliver them to journey owners including product, service teams and MtJs.
• This role is a product owner who puts the entire product together and commercializes it.
• Enhance the VoC product continuously to generate insights and deeper analyses that help journey improvements across IBG.
• Co‑own the IBG Client Relationship Intelligence (CRI) initiative that delivers insights to coverage teams to enable them to deepen client engagement.
• IBG CRI is a use case for the VoC product.
• Drive Change Management - Work with multiple business units and stakeholders to lead and execute cross‑department Journeys/CX initiatives across client lifecycle.
• Efficiently engage senior stakeholders.
• Practise data storytelling – use data to create the need for change.
• Maintain a keen eye on industry trends and best practices.

Requirements

• 10-12 years of min working experience University degree, preference to candidates with qualification in Data, GenAI and related areas Demonstrated ability with data and GenAI tools to deliver a product.
• Exposure (direct or indirect) to corporate customer journeys and understanding of their needs.
• Familiarity with MS Office (Powerpoint, excel).
• Familiarity with data concepts and customer obsession and have led cross functional projects.
• Ability to visualize and build solutions to solve CX problems using data, GenAI and Agentic automation.
• Relationship driven, as execution is with multiple stakeholders and indirect authority.
• Be willing to deal with ambiguity and focus on driving change.
• Strategic thought leader who can communicate with seniors to get support.
• Learning mindset, adaptable and agile.

Location

DBS Asia Central

Job

User Experience

Schedule

Regular

Employee Status

Full time

DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.