VP, Project Management Lead (Customer Servicing Journey), CBWMO, Group COO at DBS Bank

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

09 Aug, 26

Salary

0.0

Posted On

11 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Journey Design, Digital Servicing, Project Management, Stakeholder Management, AI/ML Solutions, Data Analytics, Consumer Banking Operations, Strategic Planning, User Experience, Change Management, Regional Strategy Execution, Performance Management

Industry

Banking

Description

DBS is seeking a highly strategic and experienced leader to join our Consumer Banking Wealth Management Operations (CBWMO) as VP, Lead - Regional Customer Servicing Journey. This pivotal role will drive the transformation of customer servicing into a digital-first, AI-enabled, and proactive experience across our core markets. Role Overview You will lead a multi-disciplinary team to define, design, and optimize end-to-end customer servicing journeys across digital customer servicing platforms and Customer Centre (CCTR) touchpoints. This critical role focuses on reducing customer friction, driving self-service adoption, and balancing call demand reduction with exceptional customer experience. The role also champions the design of customer journeys from operation-owned channels through to fulfilment, ensuring seamless and efficient customer interactions. Key Responsibilities Customer Journey Leadership: Define and execute the regional servicing journey strategy for Operations customer servicing touchpoints, ensuring holistic design. This involves reviewing reactive, proactive and preventive customer experiences to create seamless, integrated customer servicing journey and leveraging capabilities such as AI and customer science hyper-personalisation to fulfil customer servicing requests. This job entails need to engage, partner with regional CBWMO teams to ensure localized strategic alignment and execution. Customer Science Platform Ownership: Lead and own the Customer Science platform, encompassing its strategy, mandates, and deliverables. This involves leveraging data to drive prioritized interventions and foster customer discoverability through operation-owned channels to relevancy by transforming customer engagement from "Service" to "Serve More." Projects Delivery Excellence: Own and track key project deliverables to meet key outcomes, ensuring strong delivery discipline and data-driven performance management. Stakeholder & Governance Management: Partner strategically with Retail and Wealth Platform owners, Data Chapter, Group Ops Capability Centre (GOCC), CCTR, CBWMO across the region, and Technology. Align deliverables with business outcomes, balancing customer experience, operational efficiency, and risk. Provide transparent updates on progress, risks, and mitigation plans. Requirements & Experience Education: Possess Bachelor’s Degree in a relevant discipline. Experience: 8-12 years in customer journey design, digital servicing, or transformational roles, with proven experience leading teams and delivering measurable outcomes. Strategic Mindset: Strong understanding of digital customer behaviour and servicing journeys. Possess a data-driven mindset with the ability to interpret analytics and translate insights into strategic actions. Domain Knowledge: Exposure to Consumer Banking Wealth Management Operations and Customer Centre. Knowledge of AI/ML-driven customer servicing solutions is an advantage. Technical & Methodological Acumen: Sound knowledge of consumer banking products, servicing processes, digital platforms (mobile banking, public web, chatbot), and project management methodologies. Core Competencies: Strong verbal and written communication skills, strong stakeholder management, collaboration, and interpersonal effectiveness. Highly adaptable, resilient, organized, disciplined, and delivery focused. 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

Lead the transformation of customer servicing into a digital-first, AI-enabled experience across core markets. Define and optimize end-to-end customer journeys while managing the Customer Science platform to reduce friction and drive self-service adoption.