AVP, Specialist, Customer Experience, Consumer Banking Group

3 weeks ago

Hong Kong Island, Hong Kong SAR China DBS Bank Full time

Job Description - AVP, Specialist, Customer Experience, Consumer Banking Group (WD71082)

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.

Job Objective

  • Assist the businesses to understand market environment within/beyond HK, e.g., Mainland China, Taiwan, Singapore, India etc. and customer behaviors, needs for a holistic view that provide reliable, consistent data for strategies development
  • Effectively and efficiently use a combination of various research methodologies (primary & secondary research) to solve business challenges
  • Build in-house knowledge bank for competitive intelligence and emerging trends (macro, micro), implement research, and share the findings
  • Closely collaborate and influence the key stakeholders to drive continuous enhancements in the Customer Journeys, product development, and competitive edge

Responsibilities:

Competitive intelligence and trends

  • Establish the framework for various competitive intelligence based on stakeholders needs, and prioritize according to business impact
  • Lead in planning and sourcing relevant secondary reports, data points to build an intelligence knowledge bank
  • Craft compelling narrative based on various data points to tell an insightful story and actionable recommendations about key focused markets and its customers for stakeholders' strategy development
  • Provide advisory support to business units on competitive intelligence and trends to support initiatives' strategy development
  • Collaborate with business units and sub-teams with Customer Experience to implement service experience benchmarking & enhancement

Customer Research

  • Determine appropriate research method based on stakeholder goals, and develop plans for ad-hoc research
  • Scope a research process, create hypotheses, set research objectives and contents, and reach unbiased conclusions
  • Implement research fieldwork in collaboration with research agencies, value-add agencies' reports with business implications and strategic directions, and present big picture with impactful narrative
  • Provide advisory support on most effective approach to achieve research objectives and clarity on directions for solving complex business challenges
  • Support the strategic initiatives and projects (e.g. Managing through Journeys MtJ, Horizontal Organization) or partner with the various business units to improve the customer experience and address service gaps

Customer Insights Community

  • Assist in maintenance/operations of insights community
  • Liaise and manage the external vendor to ensure the quality, accuracy, and compliance to the requirements
  • Ensure that data management and usage in compliance with the applicable data protection rules
  • Support in the audit and compliance reviews

Requirements:

  • Degree holder in Business Administration, Finance or related disciplines
  • Minimum 10 years of consumer Insights and data analysis in financial institutions
  • Customer-focused, with excellent communication and interpersonal skills
  • Strong excel and data analytic skills
  • Ability to present data in a systematic way

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.

Primary Location

Hong Kong-One Island East

Job

User Experience

Schedule

Regular

Employee Status

Full-time

Job Posting
#J-18808-Ljbffr

  • AVP, Customer Experience Journey, Institutional Banking Group

    2 weeks ago

    Hong Kong Island, Hong Kong SAR China DBS Bank Full time

    Job Description - AVP, Customer Experience Journey, Institutional Banking Group (25000043)Job DescriptionAVP, Customer Experience Journey, Institutional Banking Group - ( 25000043 )Business FunctionCorporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services,...

  • AVP, Treasures Relationship Manager, Consumer Banking Group

    2 weeks ago

    Hong Kong Island, Hong Kong SAR China DBS Bank Full time

    Job Description - AVP, Treasures Relationship Manager, Consumer Banking Group (WD69318)Business FunctionAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including...

  • Customer Service Officer, Consumer Banking Group

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job Description - Customer Service Officer, Consumer Banking Group (Relief Team) (2000002B)Business FunctionAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including...

  • Customer Service Officer, Consumer Banking Group

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job Description - Customer Service Officer, Consumer Banking Group (20000025)Business FunctionAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits,...

  • AVP, Institutional Banking Group Specialist

    2 weeks ago

    Hong Kong Island, Hong Kong SAR China DBS Bank Full time

    About the RoleThis AVP role is responsible for supporting customer services in IBG and driving ad hoc projects. Key responsibilities include:Investigating and resolving customer complaints in a timely manner.Working with internal departments to gather information and provide professional services to customers.Preparing periodic statistics and management...

  • Assistant Customer Service Manager, Consumer Banking Group

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job Description - Assistant Customer Service Manager, Consumer Banking Group (Relief Team) (2000002C)Business FunctionAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services,...

  • Customer Experience Specialist

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job DescriptionThe DBS Consumer Banking Group is a leading bank in Asia, helping our customers realise their dreams and ambitions. As a market leader in consumer banking, we have a full spectrum of products and services to support our customers' needs at every life stage.We are seeking a Customer Experience Specialist to assist our businesses in...

  • Consumer Banking Group Treasury Officer

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    **Job Overview:**We are looking for a talented and dedicated individual to join our DBS Consumer Banking Group as a Treasurer Service Assistant. This role offers an exciting opportunity to provide exceptional service to our customers and contribute to the growth and success of our organization.**Responsibilities and Accountabilities:**Provide exceptional...

  • Assistant Customer Service Manager, Consumer Banking Group

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job Description - Assistant Customer Service Manager, Consumer Banking Group (20000027)Business FunctionAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including...

  • AVP, Specialist, Product Management

    3 weeks ago

    Hong Kong Island, Hong Kong SAR China DBS Bank Full time

    Job Description - AVP, Specialist, Product Management - Bancassurance, Consumer Banking (WD73310)Business FunctionAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services,...

  • Officer, Customer Service Ambassador, Consumer Banking Group

    2 weeks ago

    Hong Kong Island, Hong Kong SAR China DBS Bank Full time

    Job DescriptionBusiness FunctionAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans,...

  • Customer Service Officer, Consumer Banking Group

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job DescriptionBusiness FunctionAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans,...

  • Customer Service Executive, Telemarketing, Consumer Banking Group

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job Description - Customer Service Executive, Telemarketing, Consumer Banking Group & Wealth Management (20000023)Business FunctionAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products...

  • Treasures Associate, Consumer Banking Group

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job Description - Treasures Associate, Consumer Banking Group & Wealth Management (20000028)Business FunctionAs the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including...

  • VP/AVP, Customer Acquisition

    3 weeks ago

    Hong Kong Island, Hong Kong SAR China DBS Bank Full time

    Job Title: VP/AVP, Customer Acquisition & Proposition, Treasures (WD72701)Business Function:As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits,...

  • Consumer Banking Group Specialist

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job Overview:">As a Treasures Onboarding Professional, you will play a critical role in acquiring and retaining customers for the DBS Consumer Banking Group.">Responsibilities:Build Relationships:Establish and maintain strong relationships with customers to understand their needs and preferences.Develop tailored solutions to meet their financial...

  • Consumer Banking Group Wealth Manager

    2 weeks ago

    Hong Kong Island, Hong Kong SAR China DBS Bank Full time

    DBS Consumer Banking Group is a leading bank in Asia, dedicated to helping our customers achieve their financial goals and aspirations. We offer a comprehensive range of financial solutions, including deposits, investments, insurance, mortgages, credit cards, and personal loans.About the RoleWe are seeking an experienced Associate, Treasures Relationship...

  • AVP, Specialist, Product Management

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job Description - AVP, Specialist, Product Management - Bancassurance, Consumer Banking (WD73310) Business Function As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services,...

  • Officer, Treasures Onboarding Specialist, Consumer Banking Group

    2 weeks ago

    Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank Full time

    Job Title: Officer, Treasures Onboarding Specialist, Consumer Banking Group (WD72300) Business Function: As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including...

  • Consumer Banking Specialist

    2 weeks ago

    Hong Kong Island, Hong Kong SAR China DBS Bank Full time

    DBS Consumer Banking Group: A Leader in Customer ServiceWe pride ourselves on delivering exceptional customer experiences, every time, everywhere. Our team is committed to helping our customers achieve their financial goals, while providing them with the support and guidance they need.As a Frontline Banking Professional, You Will:Be responsible for handling...