Journey Improvement Manager - (WD64000)
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 Purpose
- To drive best in class customer experience through seamless customer journeys and touchpoint channels to enable higher customer engagement, satisfaction and advocacy delivered through data driven operating model.
Key Accountability
- Drive continuous discovery to identify customer pain areas and journey breaks. Work with various stakeholders to enable workaround and resolutions. Be the enabler and driver for rolling out MTJ (Managing through journeys) across various products and customer segments. Conduct deep dive analysis and take corrective action to deliver high level of customer satisfaction across all channels and products.
Job Duties and Responsibilities
- Drive adoption of horizontal organization for identified journey projects through data driven operating model and established guiding principles. Own the delivery of customer obsession elements such as continuous discovery, draft customer journey mapping and identify JTBD (Jobs to be done) and pain areas. Accordingly, chart improvement action plan in collaboration with various stakeholders, Take initiatives to build, measure and improve various journey cycles of the product and customer experience. Review and deliver best in class customer communication for existing/ new product journeys. Own the delivery of CSAT and NPS metric. Work with various stakeholders across organization, conduct RCA and drive action plan. Partner with Product, Tech, Ops, and all support functions to build a cohesive, compelling, class leading customer experience. Maintain a prioritized vetted backlog of features. Continually monitor performance data and derive insights from that data to share the roadmap. Lead cross functional transformation projects that brings about process excellence, reduction in complaints, accelerates business results and improve our overall customer experience.
Required Experience
- Min 10-12 years of relevant customer lifecycle experience.
Education / Preferred Qualifications
Core Competencies
- Customer Obsessed individual with a strong operational and process know-how
- Problem & Crisis Management skills to help address on field issues and pre-empt situations to ensure Best-in-Class Service Experience for Customers.
- Gather, process and interpret various types of data such as quantitative and qualitative. Able to use data visualization tools such as charts, graphs, dashboards and heatmaps to communicate findings and insights effectively.
- Familiarity with techniques such as brainstorming, ideation, prototyping and testing.
- Good knowledge about six sigma, journey mapping, 4D framework
- Strong interpersonal & collaborative skills.
- Good verbal and written communication skills
Core Competencies
- Data driven mindset.
- Problem solving and creativity.
Technical Competencies
- Six Sigma Black Belt / Master black belt candidate will be preferred. Should have a good understanding of project improvement tools like six sigma / quality improvement tools/ 4D.
- Competent in data analytical skills.
- Banking process knowledge
- Strategic outlook
- Strong competency in Microsoft excels, dashboards and PowerPoint presentations.
- Experience in performance improvement projects, process transition and good understanding of quality improvement tools will be preferred.
Work Relationship
- The candidate will be responsible to drive Customer Experience Journey Improvement Initiatives for the Organization. This would encompass, data analysis and churning using the six-sigma approach and also executing projects using the Agile approach for Project Management.
DBS India - Culture & Behaviours
- Drive performance through Value Based Propositions
- Build pride and passion to protect, maintain and enhance DBS’ image and reputation.
- Enhance knowledge base, build skill sets & develop competencies.
- Invest in team building & motivation through ideation & innovation.
- Execute at speed while maintaining error free operations.
- Develop a passion for performance and grow the talent pool.
- Maintain the highest standards of honesty and integrity.
Primary Location
: India-Maharashtra-Regional Office Mumbai
Job
: User Experience
Schedule
: Regular
Employee Status
:
Full-time
:
Job Posting
: Apr 22, 2024, 5:47:07 AM
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