Customer Experience Innovation Leader

2 days ago


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

As the leading bank in Asia, DBS Consumer Banking Group is uniquely positioned to help our customers achieve their goals and ambitions. With a comprehensive range of financial solutions, including deposits, investments, insurance, mortgages, credit cards, and personal loans, we aim to provide tailored support for our customers' evolving needs throughout every life stage.

Job Description

### Key Responsibilities####

• Develop and drive innovative approaches to customer experience measurement and presentation

• Collaborate with leadership and executives to champion a customer-centric approach across the Bank, leveraging CE Insights data products to inform decision-making and drive exceptional customer experiences

• Partner with business units to identify opportunities, align on requirements, and prioritize initiatives

• Lead or participate in cross-functional Agile projects, utilizing data analysis to identify opportunities and develop solutions that enhance customer experience and operational efficiency### Data Strategy and Collaboration ####

• Work closely with business units and the Data Chapter team to implement VOC data strategies, build data flows, develop data models, and test hypotheses

• Utilize VOC and business drivers, as well as 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 ongoing report streamlining and automation, and support data transformation initiatives### 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 Accountabilities ###

• Deliver rigorous analysis of customer feedback trends, journeys, and pain points using leading methodologies

• Generate and issue regular and ad-hoc reports to meet pre-defined reporting timelines

• Ensure data quality and proper documentation of data management and operating procedures are in place and timely updated

• Achieve satisfactory results in VOC and Compliance audits

• Manage projects, ensuring clear project objectives and ownership are defined, as well as result-oriented deliverables.

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