Vice President/Senior Vice President - Customer Experience Intelligence

Business Function

Institutional Banking Group provides corporate customers with a full range of commercial banking products and services, including cash management services, , 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.

The Institutional Banking Customer Experience (CX) team is part of its Group COO function. It owns the Customer Experience agenda aimed at maximizing Customer Satisfaction and supporting Business Growth.

Responsibilities:

This role supports IBG CX agenda by (i) bringing together Voice of Customer data as a layer (ii) build this layer in collaboration with Data and technology and (iii) amplify the usage of this intelligence product for improving Customer Journeys. This role sits at the intersection of Customer Journeys, Voice of customer intelligence and data.

• Execute the plan to create an integrated layer that brings together Voice of Customer, draw insights and deliver them to journey owners including product, service teams and MtJs. This role is a product owner who puts the entire product together and commercializes it.

• Enhance the VoC product continuously to generate insights and deeper analyses that help journey improvements across IBG.

• Co-own the IBG Client Relationship Intelligence (CRI) initiative that delivers insights to coverage teams to enable them to deepen client engagement. IBG CRI is a use case for the VoC product.

• Drive Change Management - Work with multiple business units and stakeholders to lead and execute cross-department Journeys/CX initiatives across client lifecycle. Efficiently engage senior stakeholders.

• Practise data storytelling – use data to create the need for change.

• Maintain a keen eye on industry trends and best practices.

Requirements:

• 10-12 years of min working experience

• University degree, preference to candidates with qualification in Data, GenAI and related areas

• Demonstrated ability with data and GenAI tools to deliver a product. Exposure (direct or indirect) to corporate customer journeys and understanding of their needs. Familiarity with MS Office (Powerpoint, excel).

• Familiarity with data concepts and customer obsession and have led cross functional projects

• Ability to visualize and build solutions to solve CX problems using data, GenAI and Agentic automation

• Relationship driven, as execution is with multiple stakeholders and indirect authority

• Be willing to deal with ambiguity and focus on driving change.

• Strategic thought leader who can communicate with seniors to get support

• Learning mindset, adaptable and agile