Associate/ Senior Associate, VOC Design, Advisory

Associate/ Senior Associate, VOC Design, Advisory & Customer Journeys, Consumer Banking (WD72509) 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 OBJECTIVES Work on the analytic of Voice of Customers (VOC) programs that captures customer insights, pain points, features requests and needs across customer segments, various products and touch points. Closely work with the key stakeholders to drive continuous enhancements in the Customer Journeys. Principal Responsibilities Involve and support in new and emerging VOC programs and dashboard 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 (including but not limited to customer surveys, complaint, digital & transactional data) to predict and identify key opportunities for improvement in customer journeys; and monitor VOC closed-loop resolution. Provide support to business units on the VOC program development and implementation, including ad-hoc in-house online research to facilitate business units to identify strategic opportunities. Provide support in tracking staff service at branches and hotlines through managing Mystery Shopper Programme (MSP) to identify service gaps in customer journeys. Liaise and manage the external vendors to ensure the quality and accuracy of the deliverables and in compliance with the requirements. Perform UAT and checking in VOC data, processes, and reporting. Customer Journey Participate in 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. Support cross-functional insight reviews and action-planning meetings with senior management and internal stakeholders such as local/ regional/ group CE management meetings. Control & Compliance Ensure that process & procedures, and data usage in compliance with the bank guidelines and applicable data protection rules respectively. Support in the audit and compliance reviews, as well as Business continuity management. CE Team Administration & Support Audit/ Compliance review coordination. Requirements Bachelor’s degree in Market/ Quantitative Research, Statistics, Data Management, or any related fields. At least 3-4 years proven experience in Customer Experience, Customer Insights, Business Analytics or Market Research in financial institutions, consultancy firms. Knowledge of a variety of survey design, data management and dashboard development. Good in MS applications, in particular Excel and Power Point. Experience in using Qualtrics, Qlik, or similar enterprise level tools is a plus. Knowledge of applications with Artificial Intelligence/ Machine Learning (AIML) is a plus. Capable of analyzing and interpreting a mix of qualitative and quantitative data. Experience in project management, working in cross functional teams and managing multiple projects/ tasks simultaneously. Active team player with strong critical thinking, influencing, and interpersonal skills, and motivated to work in an ever-changing environment. Attention to details, willing to learn. 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. Primary Location Hong Kong - One Island East Job User Experience Schedule Regular Employee Status Full-time #J-18808-Ljbffr