Job Description

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 towards conversion along with the respective product heads.
Review and closely monitor and report the implementation basis the plan
Evangelize journey thinking culture across the organization

Key deliverables:
MTJ Adoption (meeting MTJ Maturity Model Targets CE scores for the journey)
Overall CE Scores (product, people, segment) including PR and action planning for implementation to ensure there is a continuous improvement on the scores
Customer Advocacy Scores and improvements thereon
Journey Design and Performance
Owning the Country CEC cadence for PAN Bank and working with the stakeholders to ensure it is implemented seamlessly
Required Experience:
Non-technical Experience:
Strong expertise in at least 2 of the following: Design Thinking, UX / UI, Innovation, Training / Facilitation
Must have significant experience managing multiple-stakeholder environments
A self-starter and collaborator who flourishes in a fast-paced, ever-changing, and deadline-driven environment
Should be a strategic thinker.
Having understanding of Banking Products and Life Cycle Management preferred.
Technical Experience:
Masters or equivalent professional degree holder with strong academic background
Overall 15 years of experience in handling the customer lifecycle management 10 years of relevant work experience on PMO, Process improvements, Design or development function in a similarly sized corporation preferred

Demonstrated success in the development and execution of transformation programs.
Must be digital native possessing a strong interest in technology tools and latest advancements in the industry
Ability to communicate complex ideas across a diverse team.
Excellent written and oral communication skills.
Education / Preferred Experience:
Masters or equivalent professional degree holder with strong academic background
Prior Working experience of working in multiple-stakeholder environments on transformation projects or programs
Education: Any Graduate
Industry: Financial Services/Stockbroking, Banking

Skills Required