About this role
Role Overview: Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre. Drive continuous improvement in customers? experience and lead to service excellence. Key Responsibilities: - Help develop and implement customer obsession strategies that enhance customer experience and drive positive outcomes. - Gather and analyse data and trends, using findings to inform strategic recommendations. - Support the facilitation of design-thinking workshops aimed at achieving desired customer outcomes and fostering innovative solutions. - Assist in preparing materials for business reviews and strategic meetings to support the Customer Centre?s objectives. - Support the management of customer-centric campaigns within the Customer Centre, ensuring effective execution and alignment with strategic goals. - Contribute ideas for new strategies that enhance customer satisfaction, promoting a culture of creativity and innovation. - Leverage on Gen AI to drive a culture of continuous improvement to quality, ensuring innovation, creativity, and accountability at all levels of the Customer Centre. - Facilitate change management activities to ensure successful adoption of new processes, systems, and ways of working. - Monitor and evaluate the effectiveness of transformation efforts, adjusting as needed, to ensure desired outcomes are achieved. - To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery
Requirements: - Demonstrated experience and knowledge of strategic problem solving and frameworks, and project management skills with minimum 5 years of relevant experience. - Deep understanding of human-centered design approach - Able to facilitate ideation and workshops leveraging multiple frameworks e.g., customer journey mapping - Able to uphold good working relationship with stakeholders - Strong Process Improvement Skills - Knowledge in Customer Centre systems and Customer Requirements - Service Level, Abandonment Rate, Unit Costs, Customer Satisfaction
Location: DBS Asia Hub Job: Customer Service Schedule: Regular Employee Status: Full time