AVP, Specialist, Customer Experience, Consumer Banking Group

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.

Job Objective

• Assist the businesses to understand market environment within/beyond HK, e.g., Mainland China, Taiwan, Singapore, India etc. and customer behaviors, needs for a holistic view that provide reliable, consistent data for strategies development
• Effectively and efficiently use a combination of various research methodologies (primary & secondary research) to solve business challenges
• Build in-house knowledge bank for competitive intelligence and emerging trends (macro, micro), implement research, and share the findings
• Closely collaborate and influence the key stakeholders to drive continuous enhancements in the Customer Journeys, product development, and competitive edge

Responsibilities:

Competitive intelligence and trends

• Establish the framework for various competitive intelligence based on stakeholders needs, and prioritize according to business impact
• Lead in planning and sourcing relevant secondary reports, data points to build an intelligence knowledge bank
• Craft compelling narrative based on various data points to tell an insightful story and actionable recommendations about key focused markets and its customers for stakeholders’ strategy development
• Provide advisory support to business units on competitive intelligence and trends to support initiatives’ strategy development
• Collaborate with business units and sub-teams with Customer Experience to implement service experience benchmarking & enhancement

Customer Research

• Determine appropriate research method based on stakeholder goals, and develop plans for ad-hoc research
• Scope a research process, create hypotheses, set research objectives and contents, and reach unbiased conclusions
• Implement research fieldwork in collaboration with research agencies, value-add agencies’ reports with business implications and strategic directions, and present big picture with impactful narrative
• Provide advisory support on most effective approach to achieve research objectives and clarity on directions for solving complex business challenges
• Support the strategic initiatives and projects (e.g. Managing through Journeys MtJ, Horizontal Organization) or partner with the various business units to improve the customer experience and address service gaps

Customer Insights Community

• Assist in maintenance/operations of insights community
• Liaise and manage the external vendor to ensure the quality, accuracy, and compliance to the requirements
• Ensure that data management and usage in compliance with the applicable data protection rules
• Support in the audit and compliance reviews

Requirements:

• Degree holder in Business Administration, Finance or related disciplines
• Minimum 10 years of consumer Insights and data analysis  in financial institutions
• Customer-focused, with excellent communication and interpersonal skills
• Strong excel and data analytic skills
• ability to present data in a systematic way

立即申請

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.