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.
Roles & 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:
• Min 5 years of relevant experience. • Demonstrated experience and knowledge of strategic problem solving and frameworks, and project management skills • 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.
Core Competencies:
• Good interpersonal & communication skills • Able to work independently and in a group, demonstrating leadership and teamwork where situation requires • Good planning & organisational skills • Self-motivated team player • Good judgment and problem-solving skills • Resourceful and able to make decisions to resolve various issues
Technical Competencies:
• Strong Process Improvement Skills • Proficient in MS office tools • Knowledge in Customer Centre systems • Knowledge of Customer Requirements • Service Level, Abandonment Rate, Unit Costs, Customer Satisfaction
Location: DBS Asia Hub Job: Customer Service Schedule: Regular Employee Status: Full time