Associate/Senior Associate, Digital & Omnichannel Experience, digiWealth, Consumer Banking Singapore

Job description

What we’re looking for: The digiWealth team is building a new digital franchise for the future that drives investment & insurance (I&I) / retail-wealth customer acquisitions and retention, both through online transactions and offline leads. The goal is to build a tangible, sticky wealth relationship with 3.8 million retail-wealth customers in Singapore. We seek a Digital & O2O Experience team member to orchestrate journeys and optimise platform experiences. Through effective product design, digiWealth will seek to acquire and deepen relationships with retail-wealth customers throughout their I&I lifecycle, and via an omnichannel strategy. The successful candidate must demonstrate strong understanding of innovative product design, be sharp and creative about how to better position financial solutions to retail customers, and able to balance platform optimisation against resiliency risks. The successful candidate should be a self-starter with the initiative and ability to learn, adapt and achieve results in this fast-moving initiative. Strong skills in communications, stakeholder management, and project management, will be immediate pluses. The job of the successful candidate will mainly involve: Obsession with the next leap in the digital retail wealth experience: Track and analyse developments in the digital consumer business (from ecommerce to digital media) and digital wealth experiences to uncover new ways to build effective digital retail wealth journeys. Identify and close drop-off gaps to prevent leads leakage. Drive I&I customer acquisitions & retention: Combine strong journey build with data-driven growth marketing to acquire, retain and deepen customer relationships. To take a data-driven approach to drive and communicate digiWealth CVPs that tie I&I solutions meaningfully to customers' needs. To contribute to building engagement loops as part of the in-app experience. Optimising O2O strategy: Leverage on the bank’s strong phygital advantage to drive quality offline leads from the digital franchise. Performance monitoring and optimisation: Track key performance indicators, analyse product usage data, and iterate on features to continuously improve customer satisfaction and drive business results. Cross-functional collaboration with product specialists, key stakeholders: Collaborate with I&I product teams to generate and refine new initiatives. Partner with Wealth Planning Managers, Platform, and Tech to ensure customer journeys are fit-for-purpose. Minimum requirements: 3-6 years’ experience in digital product management, customer experience, growth marketing, or related fields. Strong skills in digital journey design and product optimisation, with exposure to design thinking and user-centric development. Ability to analyse customer behaviour and platform data to translate insights into actions that drive acquisition, retention, and engagement; comfortable with dashboards and analytics tools. Experience supporting omnichannel or lead management journeys, including integrating digital experiences with offline advisory teams. Excellent communication and stakeholder management skills across product, platform, and frontline teams. Solid project management abilities with disciplined execution, attention to detail, and capability to manage multiple workstreams. Personal and professional interest in consumer financial journeys and literacy, particularly in how customers discover and engage with wealth solutions in Singapore’s investment landscape Location: DBS Asia Central Job: Digital. Schedule: Regular Employee Status: Full time