Verified Job
Accounting - Finance
Specialist User Experience Journey Consumer Banking
Accounting - Finance
#218863
Remote / WFH
Job Description
DBS is a leading financial services group in Asia with a presence in 18 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. Recognized for its global leadership, DBS has been named 'Global Bank of the Year' by The Banker and 'Best Bank in the World' by Global Finance. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named 'World's Best Digital Bank' by Euromoney. In addition, DBS has been accorded the 'Safest Bank in Asia' award by Global Finance for thirteen consecutive years from 200+ to 2021. For more information, please visit
Customer Journeys & Experience lead, a key member of the Customer experience leadership team, will be responsible to own and drive customer centricity and superior customer experience & journeys within the consumer Banking Business. This is a team leader role, and the team will include multiple journey managers.
This role spearheads delivering a differentiated customer experience, integrated across digital and physical touchpoints, leading to higher customer satisfaction (CSAT), advocacy and business impact through customer journey thinking and approach (HO & DDOM). The role includes journey design and performance measurement.
Job Brief/Description:
• DBS Bank is looking for Journey Lead who can look for ways to solve existing business challenges and customer pain points to create new solutions by applying Human Centered Design (HCD) principles
• The Journey lead should be able to drive the MTJ transformation initiatives across the CBG franchise
• The leader will act as a customer advocate across the entire consumer banking business to ensure that we live up to our promise of making banking joyful for every customer
We are looking for a motivated self-starter who thrives on working in a fast paced, high growth, rapidly evolving business and is keen to lead a team to drive customer centric organization through superior consumer journeys across digital and physical touchpoints
Responsibilities:
• Structure, define and execute on the MTJ journey transformation priorities working closely with the Business heads and regional stakeholders
• Collaborate with regional & local counterparts to define and align measurable journey outcomes and drive the outcome metrics
• Drive the customer obsession and experimentation culture within the journeys and the bank
• Leverage research methods and data channels of customer experience to understand 'Jobs to be Done' for the customer and the pain points to define the journey scope and problem statement
• Own the funnel drop-offs and work
Customer Journeys & Experience lead, a key member of the Customer experience leadership team, will be responsible to own and drive customer centricity and superior customer experience & journeys within the consumer Banking Business. This is a team leader role, and the team will include multiple journey managers.
This role spearheads delivering a differentiated customer experience, integrated across digital and physical touchpoints, leading to higher customer satisfaction (CSAT), advocacy and business impact through customer journey thinking and approach (HO & DDOM). The role includes journey design and performance measurement.
Job Brief/Description:
• DBS Bank is looking for Journey Lead who can look for ways to solve existing business challenges and customer pain points to create new solutions by applying Human Centered Design (HCD) principles
• The Journey lead should be able to drive the MTJ transformation initiatives across the CBG franchise
• The leader will act as a customer advocate across the entire consumer banking business to ensure that we live up to our promise of making banking joyful for every customer
We are looking for a motivated self-starter who thrives on working in a fast paced, high growth, rapidly evolving business and is keen to lead a team to drive customer centric organization through superior consumer journeys across digital and physical touchpoints
Responsibilities:
• Structure, define and execute on the MTJ journey transformation priorities working closely with the Business heads and regional stakeholders
• Collaborate with regional & local counterparts to define and align measurable journey outcomes and drive the outcome metrics
• Drive the customer obsession and experimentation culture within the journeys and the bank
• Leverage research methods and data channels of customer experience to understand 'Jobs to be Done' for the customer and the pain points to define the journey scope and problem statement
• Own the funnel drop-offs and work
