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[Expired] SVP/VP, Customer Journey Analytics Manager, Improvement Program, Technology and Operations - 170003RM

DBS Bank Limited
Posted On :2 Feb 2018


Job Summary

  • Salary:   Undisclosed
  • Location: Singapore - Central
  • Work Type: Permanent / Full Time
  • Min. Education Level: Degree
  • Field of Study: Business Analytics
  • Years of Experience: 10
  • Skills: Critical thinking skills and the ability to quickly assimilate new information

Job Descriptions

Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

* We are looking for people who know how to ask the right questions, formulate relevant metrics, recognize trends and opportunities and build a story that convinces product owners and journey managers to take actions. You should be able to understand customers and evaluate digital experience.
* Run journey instrumentation workshops and advise product and customer journey teams on metrics, dashboards and reports to identify opportunities to improve Customer Experience and track the impact of key initiatives
* Conduct deep-dive analysis and investigations to better understand end-to-end Customer Experience including touch points, cross-channel behaviours, drivers, preferences and segmentation
* Evangelise “design for data”: ensure the effective use of data in all our product design
* Contribute to the development of new Customer Experience KPIs, metrics, tracking methodologies and data visualizations that provide an end-to-end customer experience overview

* Must have a high level of intellectual curiosity.
* Must be highly proficient in Microsoft Office Suite, specifically PowerPoint and Excel
* Excellent written, verbal and interpersonal communication, organization and analytical skills
* Must be able to multi-task efficiently and effectively
* Critical thinking skills and the ability to quickly assimilate new information
* Seasoned workshop facilitator
* Experience in analytical problem solving and working with large datasets
* Experience in Customer Experience analysis, including web analytics, customer segmentation analysis, contact centre analysis, marketing analytics, etc. preferred
* You have working knowledge of design thinking
* You live and breathe digital. You have 2 or more years of experience in web analytics, web optimization or research work entailing applying quantitative research methods, preferably web-related.
* Financial Service marketing experience preferred
* Around 10 years of relevant working experience

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.

About This Company

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. DBS provides a full range of services in consumer, SME and corporate banking activities across Asia. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets. These market insights and regional connectivity have helped to drive the bank’s growth as it sets out to be the Asian bank of choice. DBS is committed to building lasting relationships with customers, and positively impacting communities through supporting social enterprises, as it banks the Asian way. It has also established a SGD 50 million foundation to strengthen its corporate social responsibility efforts in Singapore and across Asia. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities. The bank acknowledges the passion, commitment and can-do spirit in all of our 21,000 staff, representing over 40 nationalities. For more information, please visit

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