Associate, Specialist, Customer Experience, Consumer Banking

Associate, Specialist, Customer Experience, Consumer Banking-(WD76474)

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:

VOC Program Design, Application & Advisory

Involve and support the development and implementation of new and emerging Voice of Customer (VOC) programs, dashboards, and AI/ML initiatives.

These initiatives deliver actionable Customer Experience (CE) insights to the Bank, encompassing design, operations, reporting, analysis, closed-loop processes, and fulfillment

Analyze VOC data (including customer surveys, complaints, and digital & transactional data) to pinpoint key opportunities and recommendations for customer journey improvement

Oversee VOC closed-loop resolutions, ensuring effective issue remediation

Support business units in VOC program development and implementation, including conducting ad-hoc in-house online research to identify strategic opportunities

Manage the Mystery Shopper Programme (MSP) to track staff service at branches and hotlines, identifying service gaps in customer journeys

Liaise with and manage external vendors, ensuring deliverables meet quality, accuracy, and compliance requirements.

Conduct User Acceptance Testing (UAT) and quality checks on VOC data, processes, and reporting

Customer Journey

Participate in strategic initiatives and projects (e.g., Managing through Journeys (MtJ), Horizontal Organization) or partner with business units to enhance customer experience and address service gaps

Support cross-functional insight reviews and action-planning meetings with senior management and internal stakeholders (e.g., local, regional, or group CE management meetings)

Support customer journey mapping and external benchmarking initiatives, enhancing various customer touchpoints

Contribute to CE-related special projects and team initiatives for the Bank, including but not limited to sustainability management and system migration

Control & Compliance

Ensure processes, procedures, and data usage adhere to Bank guidelines and applicable data protection rules

Support audit and compliance reviews, as well as Business Continuity Management (BCM)

CE Team Administration & Support

Act as an Executive Assistant to provide executive administrative and presentation support to the Department Head

Offer coordination and administrative support to the team

Requirements:

Degree in Market/ Quantitative Research, Statistics, Data Management, or any related fields

Minimum 3 years' experience in consumer experience, customer insight and data analysis, preferably within financial institutions, or consultancy firms

Strong analytical and problem-solving skills, with the ability to interpret and translate data into actionable insights

Demonstrated project management experience, including process improvement initiatives, agile team collaboration, and VOC program design and implementation

Excellent communication and presentation skills, capable of effectively conveying complex information to both technical and non-technical stakeholders

Active team player with strong critical thinking, influencing, and interpersonal skills, adaptable and able to thrive in a fast-paced, dynamic environment

Ability to work collaboratively in a cross-functional team environment

Detail-oriented and eager to learn

Functional/ Technical Competencies:

Knowledge of various survey design methodologies, data management principles, and dashboard development

Proficiency in Microsoft Office applications, particularly Excel and PowerPoint

Experience with Qualtrics, Qlik, or similar enterprise-level tools is a plus

Knowledge of Artificial Intelligence/Machine Learning (AI/ML) applications is a plus

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.

We regret only shortlisted candidates will be notified.

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Primary Location

:Hong Kong-One Island East

Job

:User Experience

Schedule

:Regular

Employee Status

:Full-time:

Job Posting

:Aug 14, 2025, 6:16:22 AM