SVP, Journey Lead - Digital / Innovation, Corporate Banking SVP, Journey Lead - Digital / Innovation,  …

DBS Bank Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
DBS Bank Limited
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
SVP, Journey Lead - Digital / Innovation, Corporate Banking
Corporate and Investment Banking provides corporate customers with a full range of commercial banking products and services, including cash management services, current accounts, time deposits, trade finance, working capital finance, term loans and foreign exchange. Through our continued commitment, DBS has cultivated long-standing relationships with its customers in the region that are based on account relationship management, service differentiation, product development and rigorous credit standards

Job Responsibilities:

  • Conduct workshops and design the end-to-end customer and employee journeys using our 4D methodology (Discover-Define-Develop-Deliver)

  • Map the customer and employee journeys to provide an integrated and joyful customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements, i.e. across Acquire-Transact-Engage

  • Conduct customer immersion and user testing (A/B test), and inject human elements to our UI/UX design (such as gamification) to create the best user experience for our customers

  • Collaborate with Regional teams, Marketing, Business Care and internal stakeholders to identify gaps and opportunities to improve the brand experience, and ensure the customer journey design is aligned to business goals and outcomes

  • Drive service design and Data-driven Operating Model (DDOM) with Technology and Operations, Business Care and internal stakeholders to ensure seamless and integrated experience to meet our customer needs

  • Define the metrics and design dashboard to track performance and success
Requirements:

  • Degree holder in Computer Science. MBA is preferred

  • Over 10 years of solid digital, big data related project experience, AI adoption in FSI is a plus
  • Proven experience on identifying and driving digital/blockchain/big data/AI solution to achieve business success
  • Practitioner of lean startup and experiment to learn
  • Proven advanced training in information technology, computer science, statics or equivalent of progressive and diverse industry experience in data science (data analytics)
  • Previous working experience at top high-tech vendors, data analytics consulting firms
  • Ability to understand diversified source of data and translate, interpret
  • Machine learning business adoption and innovation experience in FSI desirable
  • Highly adaptable, self-starter, ability to deal with ambiguity, thrives in fast-moving and high-growth environments
  • Good understanding of general banking technology, products and operational processes
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