AVP, Customer Experience Specialist, Consumer Banking Group at DBS Bank

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

0.0

Posted On

29 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Problem Solving, Stakeholder Management, Communication, Critical Thinking, Customer Experience Management, Customer Journey Mapping, Regulatory Compliance, Cross-functional Collaboration, Data Interpretation

Industry

Banking

Description

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 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. Location: DBS Asia Central Job: User Experience Schedule: Regular Employee Status: Full time DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia” award by Global Finance for 15 consecutive years from 2009 to 2023. DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.

Responsibilities

Manage and analyze customer complaints and feedback to identify thematic areas for improvement within the Consumer Banking Group. Collaborate with cross-functional teams to resolve pain points and report on the effectiveness of implemented improvements.