Strategic Customer Insights Director

1 month ago

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

Customer Experience Insights and Data Management

As the leading bank in Asia, DBS Consumer Banking Group is uniquely positioned 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 to help our customers achieve their goals at every life stage. Our financial solutions are not only the best in the business – they were made just right for our customers.

Key Responsibilities:

  1. Design and build innovative, dynamic, self-service CE measurement data products to generate insights and drive customer-centric decisions
  2. Utilize various technologies to gather and analyze Voice of Customers (VOC) data 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
  3. 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.
  4. 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

  1. Collaborate with business units and Data Chapter team to implement VOC data strategies, build data flows, develop data models, and test hypotheses
  2. Utilize VOC and business drivers, and social media data to design high-value use cases for predicting customer needs and expectations

Communication and Support

  1. Guide the team in developing clear and concise communication materials and documentation
  2. Perform on-going report streamlining and automation, and support data transformation initiatives
  3. Provide expert consultative guidance in areas such as data migration, document management and data quality

Project Management

  1. 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.

Accountability

  1. Deliver rigorous analysis of customer feedback trends, journeys, and pain points using leading methodologies
  2. Generate and issue regular and adhoc reports to meet the pre-defined reporting timelines
  3. Ensure data quality and that proper documentations of the data management and operating procedures are in place and timely updated
  4. Ensure essential procedures are followed and comply with internal and external standards and requirements
  5. Achieve satisfactory results in VOC and Compliance audits
  6. Manage projects, ensuring clear project objectives and ownership are defined, as well as result-oriented deliverables. Achieve delivery on time, budget, and agreed results
  7. 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

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

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