About the role
The role is for an AVP Specialist in User Experience Journey, Transformation and Data within Group COO at DBS Bank, focusing on driving customer experience programs, training, and cultural transformation.
BankingOnsite
Key Responsibilities
- Project manage: drive the implementation of customer experience (CX) programs and initiatives across multiple regions, ensuring alignment with both local needs and the broader organizational goals.
- Train & develop: Design and deliver engaging training programs that equip employees at all levels with the tools, mindsets, and skills needed to drive customer obsession throughout the bank.
- Inspire behaviour change through stories: Collect and analyze Voice of Customer (VoC) feedback and success stories, translating them into compelling narratives that highlight the impact of customer-first initiatives and share these stories across the organisation to inspire continued cultural transformation.
- Collaborate for success: Partner with teams across the bank to create cross-functional strategies that embed customer-centricity into policies, processes, and practices, always advocating for the customer.
- Support cultural change: Work closely with internal stakeholders to understand their unique challenges, needs, and processes, helping them embed customer-centric thinking in their daily work and communication.
Requirements
- At least 8 years of experience in customer experience, design thinking, service design, journey mapping, VOC, communications or related field
- Strong project management and stakeholder management skills
- Excellent written and verbal communication skills
- Ability to synthesize complex information and present it clearly
- Demonstrated ability to influence others without authority
- Passion for customer-centricity and innovation