DBS Bank

Vice President, Service Quality Management, Customer Experience, CBG & WM

DBS Bank
Full Time
Junior (less than 3 years)
English, Cantonese

Job Description

Vice President, Service Quality Management, Customer Experience, CBG & WM

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 seven consecutive years from 2009 to 2015.


  • Customer Experience Custodian to govern service excellence strategy and customer experience assurance across various customer interaction touch points, product design and campaigns 
  • Champion and foster customer-focus culture along with Bank’s internal guiding service principle and rituals, and service recognition programs 
  • Develop and manage customer/employee journey projects to ensure actions are driven from customers’ perspective with meaningful customer/employee impact. 
  • Develop new and creative service initiatives to support the Bank’s commitment on service excellence
  • With reference to Customer Service Survey to identify service gaps & co-ordinate with relevant departments stakeholders to develop relevant strategic actions items to close these gaps for achieving year end service KPIs
  • Formulate robust full year plan on Internal Service Awards Program to motivate and recognize individual or teams with excellent customer experience delivery  
  • Launch regular customer festive delights programs to make banking joyful 
  • Key coordinator of Customer Experience, CBG HK to coordinate and support regional-led / bank-wide Customer Experience initiatives to ensure effectiveness and participation from CBG HK 
  • Budget controller of Customer Experience Team to closely monitor A&P expenses 


  • University Graduate in Business Studies / Marketing
  • Solid experience in Marketing / Customer Journey
  • Ability to liaise with multiple stakeholders
  • Fluent in English and Cantonese

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.


Technical Skills

  • Budgets
  • Customer Service
  • Marketing
  • Product Design
  • Surveying