Assistant Vice President, Channel Management & Experience, Digital

Job Purpose

Banking is evolving rapidly as customer expectations increasingly shift towards intelligent, personalized and seamless digital experiences. Emerging technologies, particularly Artificial Intelligence (AI), are creating new opportunities to enhance customer engagement, simplify banking journeys and deliver greater value.

This role is responsible for shaping the evolution of DBS Hong Kong’s digital channels, platform capabilities and customer engagement strategies. The successful candidate will combine customer experience, data, technology, AI and business strategy to deliver innovative digital banking experiences and support the future development of DBS digital channels.

Key Responsibilities

• Shape and drive the roadmap for digital channel capabilities across internet banking, mobile banking and future digital touchpoints.
• Lead initiatives that enhance customer experience, customer engagement and digital adoption.
• Identify opportunities to leverage AI and emerging technologies to improve customer experiences, channel effectiveness and business outcomes.
• Drive strategic channel transformation initiatives, platform enhancements and future digital capabilities.
• Leverage customer insights, behavioral analytics and market trends to inform platform and engagement strategies.
• Partner with business, technology and support functions to translate strategic objectives into executable initiatives.
• Lead initiatives from concept through implementation, including business case development, requirements definition, testing, rollout and post-implementation evaluation.
• Monitor channel performance and customer outcomes, driving continuous improvement across digital channels.
• Support channel management activities including customer experience improvements, resiliency initiatives, incident management and operational support where required.

Requirements

• Degree holder in Business, Information Systems, Computer Science, Engineering or related disciplines.
• Minimum 6–8 years of experience in digital banking, digital product management, customer experience, digital platforms or related disciplines.
• Proven experience delivering digital transformation or customer-facing technology initiatives.
• Strong understanding of digital banking, customer journeys, platform management and customer engagement.
• Strong strategic thinking, analytical and problem-solving skills.
• Ability to translate customer needs, business objectives and technology capabilities into practical solutions.
• Strong stakeholder management and communication skills.
• Strong interest in AI, emerging technologies and their application in digital banking.
• Experience with data analytics, automation, AI tools or digital innovation initiatives will be an advantage.
• Self-motivated, customer-centric and comfortable working in a fast-paced environment.

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