VP, Team Head, Customer Insights, Data Analytics

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.
Job Objective
• Shape and drive the development of a new, innovative customer experience measurement and presentation approach
• Advise the leadership and executives, and champion a Customer Obsessed approach throughout the Bank, fostering adoption of the Customer Experience (CE) Insights data products to make customer focused decisions and drive excellent customer experience
• Collaborate with business partners to find opportunities, align on requirements, and take prioritization decisions
• Champion a data-driven approach to improve customer experience and operational efficiency by leading or collaborating on cross-functional Agile projects
Responsibilities:
Customer Experience Insights and Data Management
• Design and build innovative, dynamic, self-service CE measurement data products to generate insights and drive customer-centric decisions
• Utilize various technologies to gather and analyze Voice of Customers (VOC) data (e.g. surveys, problem resolution, service requests, enquiries, social media, app stores, digital journey footprints, etc.) alongside business data to identify key drivers of customer success, loyalty, risk, churn and overall experience, and then translate that into actionable recommendations to foster a Customer Obsessed culture across the Bank
• Develop and maintain a dynamic customer insights dashboard for real-time visibility into customer trends and performance. Generate regular and ad-hoc reports to further explore specific insights.
• Manage VOC platform, data structures, interface, analysis, and interpretation, including customer analysis/modeling for product and service use, satisfaction, adoption, and risk of defection, and communicate tailored insights and recommendations to diverse stakeholders to drive actions
Data Strategy and Collaboration
• Collaborate with business units and Data Chapter team to implement VOC data strategies, build data flows, develop data models, and test hypotheses
• Utilize VOC and business drivers, and social media data to design high-value use cases for predicting customer needs and expectations
Communication and Support
• Guide the team in developing clear and concise communication materials and documentation
• Perform on-going report streamlining and automation, and support data transformation initiatives
• Provide expert consultative guidance in areas such as but not limited to data migration, document management and data quality
Project Management
Lead or participate in cross-functional Agile projects, utilizing data analysis to identify opportunities and develop solutions that enhance customer experience and/or drive operational improvement initiatives.
Key Accountability
• Deliver rigorous analysis of customer feedback trends, journeys, and pain points using leading methodologies
• Generate and issue regular and adhoc reports to meet the pre-defined reporting timelines
• Ensure data quality and that proper documentations of the data management and operating procedures are in place and timely updated
• Ensure essential procedures are followed and comply with internal and external standards and requirements
• Achieve satisfactory results in VOC and Compliance audits
• Manage projects, ensuring clear project objectives and ownership are defined, as well as result-oriented deliverables. Achieve delivery on time, budget, and agreed results
• Provide effective leadership and mentorship to the team, fostering a collaborative environment that encourages knowledge sharing, open communication, and teamwork
to achieve optimal results

Requirements:
• At least 7 years proven experience in Project Management, Business Analytics in financial institutions, research, fast-growth retail or tech companies
• Strong project management skills
• Knowledge of data management areas including data quality, data migration, document management, machine learning, artificial intelligence tools, management dashboard, etc.
• Strong quantitative and qualitative analytical skills with ability to distill large data sets into meaningful insights and takeaways
• Experience in team management, working in cross functional teams and in managing multiple complex projects simultaneously
• Demonstrated ability to drive change management and work successfully in a highly cross-functional, matrix organization

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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