Customer Experience Specialist for Consumer Banking

3 weeks ago


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

Company Overview

DBS Bank (Hong Kong) Limited, as the leading bank in Asia, has a unique position to help its customers realise their dreams and ambitions. The company offers a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards, and personal loans, tailored to meet the needs of customers at every life stage.

Salary and Benefits

We offer a competitive salary, ranging from HKD 45,000 to HKD 60,000 per month, depending on experience, plus benefits and opportunities for professional growth and development.

Job Description

VOC Program Design, Application & Advisory

  • Support in designing, implementing, and maintaining VOC programs that provide actionable customer experience insights, including VOC data analysis, reporting, and closed-loop process management.
  • Analyse VOC data to identify key areas for improvement in customer journeys and recommend solutions to enhance customer satisfaction.

Customer Journey

  • Participate in cross-functional insight reviews and action-planning meetings with senior management and internal stakeholders to drive business decisions.

VOC Governance & Control

  • Ensure data management and usage comply with applicable data protection rules and regulations.

CE Team Administration & Support

  • Provide administrative support to the department head and team members, including audit and compliance review coordination.

Requirements

  • A degree in Business Administration, Finance, or a related discipline.
  • At least 3 years of experience in consumer insights and data analysis in financial institutions.
  • Customer-focused with excellent communication and interpersonal skills.
  • Strong Excel and data analytical skills.
  • Ability to present data in a clear and systematic way.

Benefits and Career Development

In addition to a competitive salary and benefits package, we offer opportunities for professional growth and development, recognising individual achievements and contributions to the team's success.



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