Full-timeCustomer service· Posted 6 Oct

Senior Associate, Change Management Executive, Customer Centre, Group CSH

DBS BankApply on company site

Salary

Not stated by the company

When

Full-time hours

Where

EWDTExpoDBS Asia Hub

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Start: Not stated
Work mode: On-site
Experience: Experienced

About the role

This role sits within the Customer Centre under Group CSH, based at DBS Asia Hub in eastern Singapore. You will shape and roll out strategies that lift the customer experience across every touchpoint, and push for ongoing service improvement. It suits someone with a strong background in change management, human-centred design and process improvement who enjoys working with stakeholders.

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What you'll do

Help create and roll out customer obsession strategies that improve experience and drive positive results.
Collect and study data and trends, then use the findings to shape strategic recommendations.
Support design-thinking workshops that target desired customer outcomes and new solutions.
Help put together materials for business reviews and strategic meetings supporting Customer Centre goals.
Support customer-centric campaigns within the Customer Centre, making sure they are executed well and align with strategic aims.
Offer ideas for new strategies that raise customer satisfaction and build a creative, innovative culture.
Use Gen AI to drive continuous improvement in quality, embedding innovation, creativity and accountability across the Customer Centre.
Run change management activities so new processes, systems and ways of working are adopted successfully.
Track and assess how effective transformation efforts are, adjusting where needed to hit desired outcomes.
Consistently meet and exceed Customer Centre KPI targets without lowering service quality.

Requirements

At least 5 years of relevant experience
Proven experience and knowledge of strategic problem solving, frameworks and project management
Deep understanding of the human-centered design approach
Able to facilitate ideation and workshops using frameworks such as customer journey mapping
Good interpersonal and communication skills
Able to work independently and in a group, showing leadership and teamwork when needed

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Senior Associate, Change Management Executive, Customer Centre, Group CSH

About the role

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