DBS Bank | VP, Team Head, Customer Insights, Data Analytics

1 day ago

hong kong, Hong Kong SAR China DBS Bank Full time

Job Title: VP, Team Head, Customer Insights, Data Analytics & Projects, Consumer Banking Group (240000H0)

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 offers a full spectrum of products and services to assist our customers at every life stage.

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.
  • Collaborate with business partners to find opportunities, align on requirements, and make prioritization decisions.
  • Champion a data-driven approach to improve customer experience and operational efficiency.

Responsibilities:

Customer Experience Insights and Data Management:

  • Design and build innovative, dynamic, self-service CE measurement data products.
  • Utilize various technologies to gather and analyze Voice of Customers (VOC) data and translate that into actionable recommendations.
  • Develop and maintain a dynamic customer insights dashboard for real-time visibility into customer trends and performance.
  • Manage VOC platform, data structures, and communicate tailored insights to diverse stakeholders.

Data Strategy and Collaboration:

  • Collaborate with business units to implement VOC data strategies.
  • Utilize VOC and business drivers to design high-value use cases for predicting customer needs.

Communication and Support:

  • Guide the team in developing clear and concise communication materials.
  • Perform ongoing report streamlining and automation.
  • Provide expert consultative guidance in data management areas.

Project Management:

Lead or participate in cross-functional Agile projects, utilizing data analysis to enhance customer experience.

Key Accountability:

  • Deliver rigorous analysis of customer feedback trends and pain points.
  • Generate regular and ad-hoc reports.
  • Ensure data quality and proper documentation of procedures.
  • Achieve satisfactory results in VOC and Compliance audits.
  • Manage projects, ensuring clear objectives and timely delivery.
  • Provide effective leadership and mentorship to the team.

Requirements:

  • At least 7 years of proven experience in Project Management and Business Analytics.
  • Knowledge of data management areas including data quality and machine learning tools.
  • Strong quantitative and qualitative analytical skills.
  • Experience in team management and managing multiple complex projects.
  • Demonstrated ability to drive change management in a cross-functional organization.

Apply Now:

We offer a competitive salary and benefits package in a dynamic environment that supports your development and recognizes your achievements.

Note: We regret that only shortlisted candidates will be notified.

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