Senior Associate, Change Management Executive, Customer Centre

About the role

DBS is hiring a Senior Associate, Change Management Executive for its Customer Centre (Group CSH). The role develops and implements strategy to improve the user experience across all customer touchpoints, drives continuous improvement and leads to service excellence. It is based at the DBS Asia Hub, is a regular schedule, full-time position.

Key responsibilities

• Help develop and implement customer-obsession strategies that improve customer experience and drive positive outcomes.
• Gather and analyse data and trends to inform strategic recommendations.
• Support design-thinking workshops that foster innovative solutions.
• Prepare materials for business reviews and strategic meetings, and support customer-centric campaigns.
• Use Gen AI to promote continuous improvement in quality, innovation and accountability.
• Facilitate change management so new processes, systems and ways of working are adopted successfully.
• Monitor and evaluate transformation efforts and adjust them as needed.
• Meet and exceed Customer Centre KPI targets without compromising service quality.

Required profile

• Minimum 5 years of relevant experience.
• Demonstrated experience of strategic problem solving, project management and stakeholder relationships.
• Deep understanding of the human-centred design approach and ability to run ideation workshops such as customer journey mapping.
• Good planning, organisational and communication skills, self-motivated and resourceful.

Required skills

• Process improvement and strong problem-solving skills.
• Proficiency in MS Office tools.
• Knowledge of Customer Centre systems and of metrics such as Customer Service Level, Abandonment Rate, Unit Costs and Customer Satisfaction.