AVP, Customer Experience Specialist, Consumer Banking Group

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

• Manage and oversee the review of customer complaints, feedback, and queries related to customer experience and customer journeys within the Consumer Banking Group
• Critically assess and analyse customer feedback to identify thematic areas for improvement
• Collaborate with cross-functional teams to address customer pain points
• Track and monitor the progress of improvements and report on their effectiveness
• Respond to regulatory inquiries and provide insights based on critical assessment of customer experience
• Stay up-to-date with industry trends, best practices, and regulatory changes to continuously improve customer experience

Requirements

• Demonstrated expertise in strong analytical and problem-solving skills, with the ability to interpret and translate customer feedback into actionable insights
• Excellent communication and stakeholder management skills, with the ability to effectively present and collaborate with cross-functional teams
• Has curiosity, a growth mindset and ability to think critically
• Able to work through ambiguity, independently and as part of a team, with a strong focus on delivering high-quality results

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

Location

DBS Asia Central

Job

User Experience

Schedule

Regular

Employee Status

Full time