17 Feb

Avp Customer Experience - Mumbai - Dbs Bank

Avp Customer Experience
Dbs Bank
Mumbai MH
17 Feb, 2017 30+ days ago

Dbs Bank as the company that open the jobs vacancy, have some qualification and spesification especially for the Avp Customer Experience jobs vacancy. To find out more information and about qualification and spesification details, walkin interview schedule, the address of the company, the company contact info (email/phone number) of Dbs Bank company, please start to apply for the job vacancy with fill the jobs application with click the 'Apply This Job' button below.

Job Purpose

• To facilitate, implement and manage customer experience strategies, experience/journey design initiatives to achieve business deliverables for Digibank and Treasures banking propositions

Key Accountabilities

1. E2e customer journey transformation

• To improve on e2e customer journeys with focus on ‘customers’ jobs to be done’ for new product development and existing service propositions of the consumer bank

2. Successful conduct of customer/internal research

• To develop research plan for customer research/immersion (propose of target audience and scope)

• To recruit customers based on required profile

• To conduct customer immersion sessions to understand customer needs/wants or experience

• To find (resourcefully), manage and analyse relevant information so as to identify opportunities for transformation/improvements

3. Successful execution/progression of customer experience/journey projects

• To document observations and identify customer insights

• To identify opportunities for enhancement of customer experience

• To present recommendations or facilitate workshops/discussions

• To collaborate with product teams in bringing to life the design insights from customer journeys/ immersions

4. Recognised advocate of customer experience and customer centricity

• To champion and drive a customer-centric culture in CBG

Job Duties & responsibilities

Lead and successfully deliver end to end customer journey
projects. Scope of projects will include all/some of the following:

 Recruit and manage customer base for in-depth customer research; conduct customer or internal research/immersion sessions

 Consolidate and analyse customer and business data (including research output) to derive transformative/improvement experience opportunities

 Facilitate and manage stakeholders’ discussions, design workshops to drive for experience/journey transformations/improvements

 Ideate, prototype and develop customer experience/journey concepts/solutions with cross discipline teams

 Project manage consumer research agencies empanelled to support large scale customer journey and research work

Required Experience

Non-technical Experience

• Experience in a Customer Service/Experience focused area

• Experience in implementing/managing customer journey projects/initiatives

• Exposure to the latest customer experience thought leadership or trends

• Exposure to customer journey or process design using transformation/improvement methodologies (e.g. HCD, Six Sigma; Lean)

• Experience in managing stakeholders

• Management consulting experience a plus

Technical Experience

• Presentation/Facilitation

• Report Writing

• Designing and conducting qualitative research

• Human-centred design work

• Process improvement work

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