Vice President/Senior Vice President - Customer Experience Intelligence

Job description

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: Minimum 8-12 years of relevant experience in Customer Experience (CX), Product Management, Customer Insights, Business Transformation, Data Analytics, or Banking. Strong understanding of customer journey management, Voice of Customer (VoC) programs, and client experience frameworks. Proven experience in product ownership, including defining product vision, roadmap development, stakeholder management, and driving product adoption. Experience working with large datasets and translating customer feedback, behavioural, and operational data into actionable business insights. Strong data storytelling and presentation skills, with the ability to influence senior stakeholders and drive change through data-backed recommendations. Demonstrated experience leading cross-functional initiatives involving business, technology, data, operations, and product teams. Familiarity with customer intelligence platforms, analytics tools, dashboarding solutions, and data visualization tools (e.g., Power BI, Tableau, SQL, Python or similar tools preferred). Strong stakeholder management and communication skills, with the ability to engage and influence stakeholders across various levels of the organization. Experience driving change management, business transformation, or customer-centric initiatives across multiple business units. Good understanding of corporate banking and institutional banking products, customer lifecycle, and client servicing processes will be advantageous. Strong problem-solving, strategic thinking, and project management capabilities. Location: DBS Asia Central Job: User Experience Schedule: Regular Employee Status: Full time