VP, Customer Experience Intelligence & VoC

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

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.