Senior Associate, Change Management Executive, Customer Centre, Group CSH

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