Job Description

Business FunctionAs 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.The Regional Customer Experience team champions the voice of customers to drive joyful banking experiences, utilising data to drive action and monitor improvements on customer experience issues and insights to enable the bank deliver best in class customer experiences and ingrain a true customer-obsessed culture.This position focuses on 3 key roles \xe2\x80\x93 CSS Program Support & Specialisation, Data Integrity and Analysis & VisualisationResponsibilities:CSS Program Support

• Understand the basics of DBS Client Satisfaction Survey (CSS) program - why we conduct the CSS program, to whom it covers, the scope of the CSS program and how we administer it across 6 countries, as well as market research methods to conducting a longitudinal research study
• Establish sufficient expertise in the core CSS program (including Qualtrics system competencies) to be able to advise Customer Experience teams and key stakeholders on CSS related queries, new research initiatives and leads and how to integrate it into the core CSS program

CSS Program Specialisation

• Presenting one of our key markets in our Customer Experience forums on the success initiatives elevating customer experience and key pain points of customers
• Support end to end of 1 of our key market\xe2\x80\x99s program needs
• Drive change in negative customer impact (NCI) initiative and its governance to ensure that the loop is closed for these NCI experienced by our customers

Data Integrity

• Appreciate and understand the overall strategy in championing data obtained through customer ratings and the corresponding internal or operational data tied to these customers
• Work closely with the local Customer Experience teams and key stakeholders in our key markets to understand the data collected and develop solutions if needed, to allow aligned data ingestions into Qualtrics
• Assist in overseeing and managing data ingestion tasks and checking of data accuracy with another team member
• Lead automation effort for current manual data preparation tasks in the team
• Provide direct support in survey design, scripting and maintaining backend data architecture on Qualtrics dashboard
• Provide direct support in vetting/checking through customer experience reports on hygiene factors

Data Analysis & Visualisation

• Provide direct support for customer experience reports to pick out insights or inaccuracies by corroborating survey and other related data and stitch the storyline together
• Gather and analyse multiple sources of customer data to corroborate insights on satisfaction matrices performance
• Assist in gathering requirements and make enhancements to the data visualisation of unstructured data that is useful and actionable for the local Customer Experience teams and key stakeholders
• Assist in maintaining current data visualisation in the various Qualtrics dashboards
• Understand how data is used in the local Customer Experience teams and key stakeholders and formulate how structured and unstructured data can be visualised differently or collectively to ease the manual workload of reading and consumption of data
• Script CSS surveys accurately and integrate them into existing dashboards. Where necessary, use Qualtrics Javascripts and implement custom codes as well as to build dashboard to visualise data in a manner that fits business requirements/intent

Requirements:

• University degree relating to research, data or data analysis
• Meticulous and detailed-oriented working style is a must
• 1-2 years\xe2\x80\x99 experience in managing stakeholders of different levels in an organization
• Experience in handling structured and unstructured data
• Experience in retail or client facing roles will be a plus.
• Resourceful, curious

DBS Bank