Job Description
Business Function
Customer Journey Lead (Sr Assoc / AVP)
Role Description
Consumer Experience Journeys lead, a key member of the marketing and consumer experience leadership team, will be responsible to own and drive customer centricity and superior customer experience & journeys within the consumer Banking Business.
Job Brief/ Description
• DBS Bank is looking for Journey leads 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 manager 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
• The manager needs to create the plan, implement and test the effectiveness across several aspects of the journey
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 build a customer centric organization through superior consumer journeys across digital and physical touchpoints
Responsibilities
• Use research methods and data channels of customer experience to understand issues and implement change
• Identify the key “Jobs to be Done” for the customer and the pain points to define the journey scope and problem statement
• Design customer journey maps and outline the drivers and outcomes
• Identify and implement new opportunities throughout the customer journey to deliver high performing, agile customer interactions and touchpoint
• Review and closely monitor the implementation basis the plan
• Measure the effectiveness through feedback collated through existing surveys
• Conceptualize a journey dashboard by establishing different data sources to track and report journey performance
• Facilitate and lead key business relationship and drive integration across channels, customer service teams, Marketing, Product and other cross functional teams
• Evangelize journey thinking culture across the organization
Requirements
• 8+ Years of experience in handling Customer Journey projects within the Financial Services domain
• Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
• Demonstratable experience in managing high performance teams
• Strong experience working in cross functional teams with an ability to influence key stakeholders with data driven and insightful point of view
• Demonstratable experience in leveraging data both qualitative and quantitative to generate trends/insights/actions and
Customer Journey Lead (Sr Assoc / AVP)
Role Description
Consumer Experience Journeys lead, a key member of the marketing and consumer experience leadership team, will be responsible to own and drive customer centricity and superior customer experience & journeys within the consumer Banking Business.
Job Brief/ Description
• DBS Bank is looking for Journey leads 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 manager 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
• The manager needs to create the plan, implement and test the effectiveness across several aspects of the journey
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 build a customer centric organization through superior consumer journeys across digital and physical touchpoints
Responsibilities
• Use research methods and data channels of customer experience to understand issues and implement change
• Identify the key “Jobs to be Done” for the customer and the pain points to define the journey scope and problem statement
• Design customer journey maps and outline the drivers and outcomes
• Identify and implement new opportunities throughout the customer journey to deliver high performing, agile customer interactions and touchpoint
• Review and closely monitor the implementation basis the plan
• Measure the effectiveness through feedback collated through existing surveys
• Conceptualize a journey dashboard by establishing different data sources to track and report journey performance
• Facilitate and lead key business relationship and drive integration across channels, customer service teams, Marketing, Product and other cross functional teams
• Evangelize journey thinking culture across the organization
Requirements
• 8+ Years of experience in handling Customer Journey projects within the Financial Services domain
• Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
• Demonstratable experience in managing high performance teams
• Strong experience working in cross functional teams with an ability to influence key stakeholders with data driven and insightful point of view
• Demonstratable experience in leveraging data both qualitative and quantitative to generate trends/insights/actions and
💡 Quick Summary
Seeking a career-building opportunity? The IBG Customer Experience position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
