AVP| Specialist| User Experience Journey| Consumer Banking

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realize 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.

Job Purpose: To drive best in class customer experience through seamless customer journeys and touchpoint channels to enable higher customer engagement, satisfaction and advocacy delivered through data driven operating model.

Key Accountability

. Drive continuous discovery to identify customer pain areas and journey breaks. Work with various stakeholders to enable workaround and resolutions.

. Be the enabler and driver for rolling out MTJ (Managing through journeys) across various products and customer segments.

Conduct deep dive analysis and take corrective action to deliver high level of customer satisfaction across all channels and products.

Job Duties and Responsibilities

. Drive adoption of horizontal organization for identified journey projects through data driven operating model and established guiding principles.

. Own the delivery of customer obsession elements such as continuous discovery, draft customer journey mapping and identify JTBD (Jobs to be done) and pain areas. Accordingly, chart improvement action plan in collaboration with various stakeholders,

. Take initiatives to build, measure and improve various journey cycles of the product nd customer experience.

. Review and deliver best in class customer communication for existing/ new product journeys.

Own the delivery of CSAT and NPS metric. Work with various stakeholders across organization, conduct RCA and drive action plan

Preferred Qualification and Experience: Graduate/MBA/P.G. with min 10-12 years of relevant customer lifecycle experience.

Core Competencies:

. Customer Obsessed individual with a strong operational and process know-how

. Problem & Crisis Management skills to help address on field issues and pre-empt situations to ensure Best-in-Class Service Experience for Customers.

. Competent in data analytical skills. Good knowledge about six sigma, journey mapping, 4D framework would be an added advantage

. Strong interpersonal & collaborative skills.

. Good verbal and written communication skills

Experience and Competencies:

. Banking process knowledge

. Good competency in Microsoft excel.

. Experience in performance improvement projects, process transition and good understanding of quality improvement tools will be preferred.India-Maharashtra-Mumbai

10.00-12.00 Years