VP, Customer Experience & Transformation Leader

DBS Bank Limited; Singapore; On-site; SGD 110,000 - 150,000; Full time

Job summary

DBS Bank Limited in Singapore is seeking a strategic leader to design and deliver end-to-end transformation initiatives that strengthen organizational capability and customer experience across the Customer Centre.

You will drive content strategy, learning programs, and change-management efforts, leveraging innovative approaches including Generative AI to boost efficiency, empathy, and service quality.

Qualifications

• Min 8 years of related experience, demonstrated experience and knowledge of strategic problem solving and frameworks and project management skills.
• Deep understanding of human centred design approach
• Able to facilitate ideation and workshops leveraging multiple frameworks ie. customer journey mapping
• Certification in change management, project management or related disciplines are highly desirable.

Responsibilities

• Prepare for business reviews and key strategic meetings or events.
• Develop customer obsession strategies to help Customer Centre analyze and create positive customer excellence at all customer touchpoint.
• Review and analyse customers' behaviours and their pain points to derive better strategies to address their needs.
• Conducted and facilitated design-thinking workshops to achieve desired customer outcome.
• Manage customer centric campaign within Customer Centre
• Enable innovation and creativity to develop new winning strategies, Generative AI.
• Dial up empathy service standards.
• Develop and implement a comprehensive content strategy for the Centre that supports the Centre's business goals.
• Manage the content lifecycle, from creation through approval, publishing, and retirement.
• Design, develop and curate training content.
• Create blended learning programs.
• Drive a culture of continuous improvement to quality by fostering 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.
• Develop and manage learning content
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Skills

Strategic problem solving

Project management

Human centred design

Workshop facilitation

Customer journey mapping

Job description

DBS Bank Limited in Singapore is seeking a strategic leader to design and deliver end-to-end transformation initiatives that strengthen organizational capability and customer experience across the Customer Centre.

You will drive content strategy, learning programs, and change-management efforts, leveraging innovative approaches including Generative AI to boost efficiency, empathy, and service quality.