Specialist, Customer Experience, Consumer Banking

4 weeks ago


Hong Kong, Hong Kong SAR China DBS Bank (Hong Kong) Limited Full time
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.

Responsibilities:
VOC Program Design, Application & Advisory
  • Provide support in new and emerging VOC programs that provide the Bank with actionable customer experience insights, including but not limited to design, operations, reporting, analysis, closed loop process, fulfillment
  • Perform analysis of VOC data to identify key opportunities for improvement in customer journeys
  • Provide support in in-house online research capability and online dashboard
  • Perform UAT and checking for new or changes in VOC data, processes, and reporting
Customer Journey
  • Support cross-functional insight reviews and action-planning meetings with senior management and internal stakeholders such as Monthly CEC, Quarterly Regional CE updates, etc.
VOC Governance & Control
  • Ensure that data management and usage in compliance with the applicable data protection rules
  • Support in the audit and compliance reviews
CE Team Administration & Support
  • Support department head & team administrative duties
  • Audit/ Compliance review/ Business continuity management coordination
Requirements:
  • Degree holder in Business Administration, Finance or related disciplines
  • Minimum 3 years of c onsumer Insights and d ata a nalysis 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
Apply Now

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.



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