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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:
Understanding the needs, motivations and emotions of customers and unearth root cause of problems, possible solutions and communicate this in-depth knowledge to other departments to make informed decisions for product development and business strategies
Work closely with product, marketing, technology, operations and business teams to jointly embed and facilitate customer experience excellence ownership and alignment
Assist and participate in driving best-in-class customer journeys to improve customer satisfaction and business outcomes
Assist and participate in identifying Voice of Customers to provide seamless interactions and mutual value to internal and external customers
Craft communications narratives and initiatives
Conceptualize, design and deliver compelling content for quarterly consumer banking customer experience e-publication. (This includes developing a comprehensive editorial calendar for different business needs)
Source great and innovative UX/CX case studies within and outside of the banking industry for company-wide sharing. Working with internal stakeholders to repurpose content on various internal distribution channels
Design and update intranet site
Plan and execute marketing campaigns to drive readership of the content
CBG Heroes Award recognition
Assist in the successful execution of annual regional award conferred to employees who consistently exhibited exemplary service standards towards customers
1-2 years relevant experience in customer research and analytics techniques, customer strategy, process improvement, human-centered design, customer service, and/or performance management. Experience in content production, media, internal communications etc. will be a plus.
Ability to drive change with momentum
Dynamic self-starter with proven track record of results and outcome driven
Sensitive to timeline and attention to details
Able to communicate well with stakeholders, good coordination skills
Excellent problem-solving skills and comfortable operating in ambiguity and blazing new paths
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.???