Vice President,Customer Experience, Consumer Banking Group

Senior (6-10 years)


Technical Skills

  • CSS
  • Customer Service
  • Marketing
  • Project Management
  • Quality Control

Job Description

Vice President,Customer Experience, Consumer Banking Group

Location: Hong Kong

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.


  • Assist Unit Head in formulating CB customer experience strategy to achieve both local and regional goal and drive Customer Journey initiatives
  • Data driven insights to identify gaps on customer experience
  • Proactively lead and initiate customer journey projects to improve customer experience
  • Lead and facilitate cross-teams’ workshops on journey design
  • Work closely with Business /Support Units on customer journey initiatives by providing feedback on various customer touch points from Customer’s perspective
  • Work closely with Service Intelligence team and Service Quality team within Customer Experience Team to uplift the customer experience and achieve the CSS KPIs 


  • Possess 8 years’ experience gained in consumer banking environment; while exposure in customer experience management or marketing is highly preferred
  • Degree holder in Business Administration, Marketing, Quality Management or consultancy-related discipline
  • Strong analytical skills and strategic thinking
  • Strong leadership and interpersonal skills to engage and influence stakeholders 
  • Effective planning and project management skills
  • Customer-focused 

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.

Employment TypeFull-time
Career LevelSenior (6-10 years)
Education LevelBachelor