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 Summary
The Regional Customer Experience (RCE) 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 to deliver best in class customer experiences and ingrain a true customer-obsessed culture. In our drive towards customer obsession, DBS has pivoted towards managing through journeys (MtJ); focusing on the end-to-end journeys our customers take as they seek to achieve a goal as opposed to optimizing single interactions at each touchpoint.
We are looking for someone who will lead and drive a culture of customer obsession in partnership with our Transformation Group and local market Customer Experience (CE) teams. The lead will be a subject matter expert who will provide consultancy & guidance to our stakeholders on the following components.
Service Canvas is specific DBS Asset, a blueprint developed by each journey team (product teams and cross-functional squads) that defines the customers’ jobs to be done (JTBD), and the promise we want to deliver to our customers.
Continuous Discovery is a DBS culture; a way of working to continuously learn from our customers so as to enable DBS to prioritize and fulfil specific customer needs that will create value for our business. The process is defined as continuous small research activities conducted by journey teams in-charge of specific customer journeys. The activities should include but are not limited to customer immersions via in-depth interviews, ethnographies or short surveys needed to drive desired objectives. Our goal is to empower and motivate journey teams to conduct continuous discovery as a natural part of MtJ.
Responsibilities:
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