Associate, Specialist, Customer Experience, Consumer Banking

• Involve and support the development and implementation of new and emerging Voice of Customer (VOC) programs, dashboards, and AI/ML initiatives. These initiatives deliver actionable Customer Experience (CE) insights to the Bank, encompassing design, operations, reporting, analysis, closed-loop processes, and fulfillment
• Analyze VOC data (including customer surveys, complaints, and digital & transactional data) to pinpoint key opportunities and recommendations for customer journey improvement
• Oversee VOC closed-loop resolutions, ensuring effective issue remediation
• Support business units in VOC program development and implementation, including conducting ad-hoc in-house online research to identify strategic opportunities
• Manage the Mystery Shopper Programme (MSP) to track staff service at branches and hotlines, identifying service gaps in customer journeys
• Liaise with and manage external vendors, ensuring deliverables meet quality, accuracy, and compliance requirements.
• Conduct User Acceptance Testing (UAT) and quality checks on VOC data, processes, and reporting

• Participate in strategic initiatives and projects (e.g., Managing through Journeys (MtJ), Horizontal Organization) or partner with business units to enhance customer experience and address service gaps
• Support cross-functional insight reviews and action-planning meetings with senior management and internal stakeholders (e.g., local, regional, or group CE management meetings)
• Support customer journey mapping and external benchmarking initiatives, enhancing various customer touchpoints
• Contribute to CE-related special projects and team initiatives for the Bank, including but not limited to sustainability management and system migration

• Ensure processes, procedures, and data usage adhere to Bank guidelines and applicable data protection rules
• Support audit and compliance reviews, as well as Business Continuity Management (BCM)

• Act as an Executive Assistant to provide executive administrative and presentation support to the Department Head
• Offer coordination and administrative support to the team

• Degree in Market/ Quantitative Research, Statistics, Data Management, or any related fields
• Minimum 3 years' experience in consumer experience, customer insight and data analysis, preferably within financial institutions, or consultancy firms
• Strong analytical and problem-solving skills, with the ability to interpret and translate data into actionable insights
• Demonstrated project management experience, including process improvement initiatives, agile team collaboration, and VOC program design and implementation
• Excellent communication and presentation skills, capable of effectively conveying complex information to both technical and non-technical stakeholders
• Active team player with strong critical thinking, influencing, and interpersonal skills, adaptable and able to thrive in a fast-paced, dynamic environment
• Ability to work collaboratively in a cross-functional team environment
• Detail-oriented and eager to learn

• Knowledge of various survey design methodologies, data management principles, and dashboard development
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint
• Experience with Qualtrics, Qlik, or similar enterprise-level tools is a plus
• Knowledge of Artificial Intelligence/Machine Learning (AI/ML) applications is a plus

DBS Bank