Senior Vice President, Customer Experience Team Lead, Consumer Banking Group

About the Role

As Team Lead for Customer Experience, you are responsible for driving continuous improvement and strategic initiatives within the customer experience domain. You will ensure high-quality, closed-loop feedback processes and communications for customer complaints, and oversee the effective implementation of improvement plans by responsible teams and departments. You are also responsible for successfully closing out all regulatory and audit findings. Another core part of your role involves fostering a culture of continuous service improvements by inspiring frontline teams through the DBS RED service standard. Furthermore, you provide critical customer experience domain expertise to strategic projects.

This role sits within the Customer Experience function in the COO Office of Consumer Banking Group Singapore.

Responsibilities

• Drive Voice of Customer (VOC) closed-loop resolutions, ensuring effective issue resolution and implementation of action plans by Performance Cells/Chapters.
• Provide domain expertise to strategic initiatives and projects (e.g., Managing through Journeys (MtJ), and/or partner with business units to enhance customer experience through training and program design.
• Develop customer experience design and service benchmarking programs, to deliver best in class customer experience through all customer touchpoints
• Respond to and design for regulatory and audit requirements and findings
• Support cross-functional insight reviews and action-planning meetings with senior management and internal stakeholders (e.g., local, regional, or group CE management meetings)
• Strong people manager with success in increasing team performance.

Requirements

• 10-15 years of relevant consumer experience, customer insight and data analysis, preferably within financial institutions, or consultancy firms.
• Excellent communication and presentation skills. Able to synthesize information, connect dots to a strategic picture, and communicate complex topics clearly to different stakeholders (customers, senior management, regulatory).
• Successfully delivered journey improvement initiatives, Voice of Customer (VOC) program design and implementation.
• Possesses strong critical thinking and problem-solving skills.
• Able to work effectively under pressure and has a strong sense of accountability and pro-activeness.
• Possesses growth mindset, open-mindedness, and resilience.
• Able to collaborate effectively with diverse stakeholders in a cross functional environment.

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