VP, Regional Customer Experience - Customer Satisfaction Programme Lead, Consumer Banking Group

Employer
DBS Bank Limited
Location
Singapore, Singapore
Salary
Competitive
Posted
May 19, 2022
Closes
Jun 02, 2022
Ref
14966178
Job Function
Other
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
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.
The Regional Customer Experience (RCE) team champions the voice of customers to drive joyful banking experiences, utilising data to drive action and monitor improvements on customer experience issues and insights to enable the bank deliver best in class customer experiences and ingrain a true customer-obsessed culture.

Key Responsibilities:
  • Champion the Voice of Customer (VoC) and continuously look to further improve the efficacy and impact of the Customer Experience (CE) programme through the data collected, analysis and generation of insights
  • Lead and govern the basics of DBS Customer Satisfaction Survey (CSS) program - how we conduct the program, the scope of the program (how, who, when), how we administer it across 6 countries, ensuring overall program consistency, and research rigour in a large-scale longitudinal tracking study
  • Advise local market CE teams and key stakeholders on CSS related queries, new CSS initiatives and how to integrate it into the core CSS program
  • Lead CE reporting integrating different sources of Voice of Customers, CSS, digital customer ratings (5-Star), complaints, service requests, and the corresponding internal or operational data to derive key insights and provide recommendations that inspire better customer experience and solutions
  • Ensure that customer pain points are mapped back to various customer journeys within DBS to optimise resolution
  • Monitor and drive action plans for resolving key customer pain points. Assessing the quality of action plans, influencing where necessary, sharing best practices across markets to drive change
  • Guide junior team members on CE reporting, CSS governance and action plan monitoring
  • Design and manage CE targets across DBS VoC across markets and segments
  • Design and make enhancements to the data visualization on Qualtrics dashboards to ensure that stakeholders can easily understand and analyse CE results.
  • Basic survey scripting and dashboard building on Qualtrics for CSS

Requirements:
  • At least 8 years' experience owning and delivering large scale quantitative market research projects
  • At least 5 years' experience in managing stakeholders of different levels in an organization
  • Able to combine and draw correlations from different sets of data
  • Highly competent in data visualization and data storytelling
  • Experience in handling structured and unstructured data
  • Commercial awareness and good influencing skills
  • Self-starter with a passion for driving change and openness to learning
  • Excellent attention to detail, and ability to multi-task
  • Proficient in MS Powerpoint and Excel
  • Experience in research agency roles will be a plus
  • Survey & dashboard programming on Qualtrics will be a plus
  • Masters/ university degree relating to research, statistics or business
Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements

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