Associate/ SA, Change Management Executive, Customer Centre, CBGO, Group COO

Company : Dbs Bank Limited

Job Description - Associate/ SA, Change Management Executive, Customer Centre, CBGO, Group COO

Role Overview:

Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers' experience and lead to service excellence.

Key Responsibilities:

Help develop and implement customer obsession strategies that enhance customer experience and drive positive outcomes.
Gather and analyse data and trends, using findings to inform strategic recommendations.
Support the facilitation of design-thinking workshops aimed at achieving desired customer outcomes and fostering innovative solutions.
Assist in preparing materials for business reviews and strategic meetings to support the Customer Centre's objectives.
Support the management of customer-centric campaigns within the Customer Centre, ensuring effective execution and alignment with strategic goals.
Contribute ideas for new strategies that enhance customer satisfaction, promoting a culture of creativity and innovation.
Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre.
Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working.
Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved.
To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery

Requirements:

Demonstrated experience and knowledge of strategic problem solving and frameworks, and project management skills with minimum 5 years of relevant experience.
Deep understanding of human-centered design approach
Able to facilitate ideation and workshops leveraging multiple frameworks e.g., customer journey mapping
Able to uphold good working relationship with stakeholders
Strong Process Improvement Skills
Knowledge in Customer Centre systems and Customer Requirements
Service Level, Abandonment Rate, Unit Costs, Customer Satisfaction

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Associate/ SA, Change Management Executive, Customer Centre, CBGO, Group COO

Job Description - Associate/ SA, Change Management Executive, Customer Centre, CBGO, Group COO

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