Job ref no.: 85202054-1900006O (CT3116213-01#0469)
DBS Bank Ltd

Manager, Customer Segments & Experience, Consumer Banking Group

DBS Bank Ltd

  • 5-day week

DBS. Living, Breathing Asia.

DBS is a leading financial services group in Asia, with over 280 branches across 18 markets. Headquartered and listed in Singapore, DBS has a growing presence in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's capital position, as well as "AA-" and "Aa1" credit ratings, is among the highest in Asia-Pacific. DBS has been recognised for its leadership in the region, having been named ¡§Asia¡¦s Best Bank¡¨ by The Banker, a member of the Financial Times group, and ¡§Best Bank in Asia-Pacific¡¨ by Global Finance. The bank has also been named ¡§Safest Bank in Asia¡¨ by Global Finance for eight consecutive years from 2009 to 2016.


  • To assist Team Head to lead customer journeys and facilitate on journey design

  • To assist Team Head to monitor and keep track the progress of Customer Journeys

  • To identify gaps on customer experience and generate new Ideas to enhance the customer journeys, customer communication and internal process improvement

  • To collect insights and learnings from various channels including industries practices, voice of customers and staff for identifying service gaps and action plan

  • To support local BU/SU by providing feedback on various customer touch points from Customer Experience¡¦s perspective

  • To work closely with Customer Intelligence team to uplift customer experience and achieve the Customer Satisfaction Survey KPIs

  • To assist in developing a structured framework on branch experience strategy in alignment with the Bank¡¦s direction and target

  • To support initiatives on uplifting overall branch experience and frontline staff professionalism, such as collecting findings via branch visits, customer immersions, and liaison with relevant BU/SU for program launches

  • To optimize branch efficiency by coordinating with relevant stakeholders on digitalization, queue management to relieve counter traffic, streamlining branch operations etc


  • Degree holder in Business Administration, Marketing, Quality Management or related discipline.

  • Possess 3-5 years¡¦ experience gained in consumer banking environment; while exposure in customer experience management and branch operations is highly preferred.

  • Self-motivated, able to work independently and results oriented.

  • With customer-focused mindset and good written communication skills.

  • Well-organized, proactive, with an attitude to embrace changes and challenge the status quo.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.

More job information
Job ref no. 85202054-1900006O (CT3116213-01#0469)
Job Function
  • Quarry Bay
Employment Term
  • Full-time
  • 5 years - 8 years
Career Level
  • Entry level
  • Degree