Job Description

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 Purpose

Responsible for developing and execution of the future strategy of digital onboarding for DBS Credit Cards and Debit Cards and delivery of business outcomes. Develop best in class digital journeys for Credit Card and Debit Card onboarding and acquisition. High opportunities for career growth.

Key Accountabilities

• Drive Credit Card acquisition - Develop acquisition strategies to achieve overall Acquisition targets
• Develop best in class digital journeys in partnership with internal stakeholders such as Operations, Legal and Compliance, Digital and UX design team and a deep knowledge of our users and customers, and the data about how our customers engage with bank
• Drive uplift in business metrics and funnel conversion. Co-create strategies/plans with multiple teams, drive consensus with multiple functional teams from channels, controls, technology
• Continuous improvements across all client facing touchpoints to ensure quality service delivery and joyful customer experience. Embedding voice of customer in all initiatives. Improving customer experience ratings

Responsibilities

• Manage and resolve customer exceptions revolving around Customer Onboarding and Credit Card/Debit Card application
• Propose and execute plans to drive New To Credit Card signups, to key customer segments through internal and external channels
• Regular market scanning aimed at uncovering new opportunities for digital innovation for Customer Onboarding and Acquisition
• Continuous monitoring of channel conversion and analysis of "voice of clients" to identify friction points and jobs to be done
• Conceptualizing roadmap initiatives and end to end delivery of digital capabilities by focusing on customer "jobs to be done", customer feedback, industry trends, internal feedback, competitive landscape
• Review and improve existing processes and policies with Credit Ops, Tech, Credit Policy and other Risk Management teams to improve customer journey, increase STP rates and reduce reject rates
• Work closely with all Stakeholders to develop comprehensive and clear business requirements and ensure timely delivery of key initiatives and enhancements
• Customer exception handling and timely resolution of issues impacting customer experience during onboarding

Requirements

• Minimum 2 - 3 years of experience in designing, driving and delivering excellent customer journeys and digital features from Business Lead Perspective
• Strong critical thinking skills and communication skills with ability to manage stakeholders and partners
• Highly adaptable, ability to deal with ambiguity
• Meticulous, independent, target-oriented and self-motivated

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.

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