DBS Bank

Senior Associate, Change Management Executive, Customer Centre, Group CSH

Singapore · Work style not stated · Full time

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About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerDBS Bank
LocationSingapore
Work styleWork style not stated
Employment typeFull time
Employer posted7 Oct 2026

Role Overview:

Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers’ experience and lead to service excellence.

Roles & Responsibilities:

Help develop and implement customer obsession strategies that enhance customer experience and drive positive outcomes.
Gather and analyse data and trends, using findings to inform strategic recommendations.
Support the facilitation of design-thinking workshops aimed at achieving desired customer outcomes and fostering innovative solutions.
Assist in preparing materials for business reviews and strategic meetings to support the Customer Centre’s objectives.
Support the management of customer-centric campaigns within the Customer Centre, ensuring effective execution and alignment with strategic goals.
Contribute ideas for new strategies that enhance customer satisfaction, promoting a culture of creativity and innovation.
Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre.
Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working.
Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved.
To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

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Requirements:

Min 5 years of relevant experience.
Demonstrated experience and knowledge of strategic problem solving and frameworks, and project management skills
Deep understanding of human-centered design approach
Able to facilitate ideation and workshops leveraging multiple frameworks e.g., customer journey mapping.
Able to uphold good working relationship with stakeholders.

Core Competencies:

Good interpersonal & communication skills
Able to work independently and in a group, demonstrating leadership and teamwork where situation requires
Good planning & organisational skills
Self-motivated team player
Good judgment and problem-solving skills
Resourceful and able to make decisions to resolve various issues

Technical Competencies:

Strong Process Improvement Skills
Proficient in MS office tools
Knowledge in Customer Centre systems
Knowledge of Customer Requirements
Service Level, Abandonment Rate, Unit Costs, Customer Satisfaction

Location:

DBS Asia Hub

Job:

Customer Service

Schedule:

Regular

Employee Status:

Full time

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