AVP, Customer Experience, Consumer Banking

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.

Descriptions:

RED Culture Awareness and Promotion

• Assist team manager to formula the RED culture strategies and culture programs
• Prepare regular internal broadcast, newsletters and recognition programs on RED culture
• Manage RED culture activities administration works and monitor program effectiveness
• Develop and maintain ACE stories library & awardees database

Internal & External Awards

• Promote and encourage the ACE, CBG Heroes, RED Heroes awards participation
• Engage in organizing and coordinating RED Award events
• Promote, support and coordinate with business units on the participation of external CE awards
• Assist in the coordination of both internal and external events, as and when required.

Customer Experience Communications

• Develop, implement, and measure short and long-term CE communications strategy and plans to meet business, culture, and brand objectives
• Identify and adopt new and innovative ways of reaching audiences to grow communications reach
• Prepare internal and external promotional materials for different communication channels including emails, newsletters, intranet, LinkedIn, etc.
• Liaise and manage the external vendors to ensure the quality and timeliness of the deliverables and in compliance with the requirements

Customer Journey

• Collaborate and work with key business functions, channels, and products to consistently deliver end-to-end customer experience across channels and touchpoints for improving customer journey
• Prepare regular service performance reports and analysis for management reporting
• Support frontline channels on the development and delivery of RED service model and training, and recognition programs

Requirements

• At least 5-7 years proven experience in internal communication, cultural development and/ or staff engagement, e.g. marketing & communications, event management, public relations in servicing industries or financial institutions
• Experience in proactively driving communication outcomes, preferably with experience in social medias
• Exceptional attention to detail and accuracy
• Presentable, detail-oriented and able to multi-task
• Proficient computers skills in MS Office applications and/or any graphic/ video content applications, including ability to illustrate concepts visually, such as Teams, Word, PowerPoint, Excel, Publisher, Photoshop, video editing, etc.
• Good knowledge of marketing techniques and methods
• Great creative skills with the ability to create compelling contents independently and brief design partners as required
• Excellent writing, editing and verbal communication skills and be fluent in written and spoken English and Chinese

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.