Associate, Specialist, Customer Experience, Consumer Banking

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.

Responsibilities

Service Culture Awareness and Promotion

• Take a proactive role in planning, developing, organizing and coordinating service culture awareness, promotion, and recognition programs and events
• Manage the administration of service culture initiatives and monitor program effectiveness
• Collaborate with external vendors and internal stakeholders on program design, clearance, coordination, and implementation
• Support the management and enhancement of the service recognition award program by creating compelling emotional stories

Customer Experience Communications and Training

• Assist in developing and implementing internal and external communication plans to meet business, culture, and brand objectives
• Identify and adopt new innovative ways to reach audiences, including leveraging AI tools for enhanced communication and creative design
• Utilize graphic design tools to create engaging promotional materials and visuals for various communication channels
• Develop and produce videos to effectively communicate messages and enhance customer understanding of services
• Support the preparation of materials for regular huddles with frontline channels to embed and enhance the service culture and skills
• Liaise with and manage external vendors to ensure quality, timeliness, and compliance with requirements
• Support frontline channels in the development and delivery of service training

Customer Journeys

• Assist in developing and implementing innovative ideas for improving customer service models and processes, creating memorable and meaningful interactions
• Analyze and map customer journeys to identify pain points and opportunities for enhancement, incorporating AI analytics to inform decisions
• Prepare regular reports highlighting key performance indicators to help stakeholders monitor progress and drive ongoing customer experience improvements

Team Administration & Support

• Offer coordination and administrative support to the team

Relevant Experience & Requirements

• Degree in Marketing, Communications, Business administration, Customer Experience (CX) Management or related field
• Minimum 3 years' experience in consumer experience, internal communication, cultural development and/or staff engagement
• Creative in developing and managing recognition programs or employee engagement initiatives aimed at fostering a positive service-oriented environment
• Demonstrated project management experience, including planning, organizing, and coordinating multiple initiatives simultaneously
• Experience in collaborating with cross-functional teams, and managing vendor relationships to ensure successful program execution
• Proficiency in analyzing customer feedback and data to identify trends and insights related to customer journeys and service performance
• Excellent communication and presentation skills, capable of effectively conveying requirements/ ideas to both technical and non-technical stakeholders
• Active team player with strong critical thinking, influencing, and interpersonal skills, adaptable and able to thrive in a fast-paced, dynamic environment
• Detail-oriented and eager to learn

Functional / Technical Competencies

• Proficient computers skills in MS Office applications and/or any graphic/ video content applications, including ability to illustrate concepts visually, such as Teams, Word, PowerPoint, Excel, Publisher, Photoshop, Canva, AI-enabled tools for graphic design and video production & editing, etc.
• Great creative skills with the ability to use graphic design & AI enabled tools, video production software, and technologies to create compelling promotional materials/ communications and CX independently and brief design partners as required
• Good knowledge of marketing techniques and methods
• Excellent writing, editing and verbal communication skills and be fluent in written and spoken English and Chinese

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.

We regret only shortlisted candidates will be notified.
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