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Specialist, Data Driven Digital Design, IBG Digital Innovation
DBS Bank Limited
January 8, 2021
Develop digital strategies and initiatives and drive executing to support business growth and create unique and personalized experience for customers through the right channel at the right time
Set up end-to-end journey analytics to uncover gaps and identify business insights to enable multi-channel engagement with customers and cross/up-sell throughout all touchpoints
Identify and recommend latest technologies across various online channels to enable seamless online to offline customer experience and business operation
Drive and manage seamless customer journeys using proven techniques to deliver consistent "wow" experiences to customers across multiple products, channels or touch points and potentially multiple technology platforms.
Ensure that there is availability of good data; from available sources across the bank that can be used to guide designs to be as robust as possible; including VoC and insights from design sessions, customer research and feedback.
Using various tools and methodology, help stakeholders to visualize journey pain points, potential roadblocks and risk to achieve quality business outcomes
Drive the design and development of journey analytics dashboard according to Data-driven Operating Model (DDOM) to track performance and generate actionable insights
Define the business metrics for end-to-end customer journey across all channels and touchpoints, for all kinds of customer interactions, transactions and engagements, i.e. across Acquire-Transact-Engage
Analyze the business metrics, and collaborate with business teams, Marketing, BusinessCare and other internal stakeholders to identify gaps and opportunities to improve the journey performance and enable cross/up-sell
Collaborate with Technology, Analytics teams, and internal stakeholders to identify data sources, ensure data quality, and develop plan for injecting the required data into ADA
Conduct business analysis on journey performance, make recommendations, and present results and ideas to key decision makers
Actively participate, support and contribute to driving digital acquisition and digital commerce projects to ensure availability of data to support robust decision making and / or rigorous problem solving or business modelling.
Build and administer a governance process for the use of data and data models in driving design and journey projects. The governance process should apply to ongoing submission of possible changes and proper approvals.
Build and maintain a library of data methodologies, models and techniques applied to journey design for continuous improvement or future references
Keep abreast of industry developments on data and journey methodologies, technologies and best practices in order to be able to act as SME for DBS HK
Degree holder with Experienced in working with data and data modelling tools and techniques. Experienced in using data to solve business problems, starting with driving high quality decision making and improved execution.
Experienced in understanding customer journey and human-centered designs and methodologies.
Experienced with leveraging various digital channels to drive customer acquisition and business growth
Proven track record of planning and delivering digital strategies and innovative campaigns and projects
Knowledge of best-practice customer acquisition strategies in and across each channel combined with focus on performance using KPIs and analytical tools
Experience in working cross-functionally and across regions and functions to drive digital projects
Highly adaptable, self-starter, ability to deal with ambiguity, thrives in fast-moving and high-growth environments
Good understanding of general banking technology, products and operational processes
Ability to identify and deploy latest technologies, e.g. machine learning, to drive customer acquisition and business growth
Ability to analyze data and link drivers with outcomes to enable customer growth
Strong analytical and problem-solving skills
Good presentation and communication skills
Proactive and adaptable personality, able to work in a matrix structure
Flexibility and ability to multi-task and take on different types of roles and activities at the same time
Creativeand entrepreneurial attitude
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.