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DBS Bank Ltd

Vice President, Journey Management

DBS Bank Ltd
Salary negotiable
Posted on 27 Feb 2020

Vice President, Journey Management

DBS Bank Ltd

Job Highlights

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Job Description

Business Function

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.


  • To support Head of Customer Experience to develop & execute CE strategy in combatting Virtual Banks

  • To support Head of Customer Experience to develop & execute CE strategy on the area of Card & Unsecured Loan, General Insurance

  • To conduct and train the teams to conduct different customer immersions to support the Bank increasing journey lead culture execution

  • To lead the team to design and formulate customer experience strategy for various products in the digital journey

  • To lead and initiate customer journey projects to improve customer experience preferably in card, loans or general insurance

  • To lead and facilitate cross-teams’ workshops on journey design

  • To Stitch up Physical and Digitial journey and to improve the application rate

  • Work closely with Business /Support Units on customer journey initiatives by providing advice on various customer touch points from Customer’s perspective

  • To derive insights and identify gap on customer journey from data and generate new ideas to enhance customer journey, customer communications and internal process from time to time.


  • University degree holder preferably in business or finance related discipline

  • Minimum 8-10 years of customer experience, process reengineering, project or product management experience, preferable in credit card or insurance

  • With experience of conducting customer immersion and internal workshop is preferable

  • Good leadership skill, with experience to lead a team of 3 or more

  • Creative with strong customer-focus mindset

  • Well organized, proactive with an attitude to embrace changes and challenge the status quo

  • Good team player with strong communication and interpersonal skills

  • Excellent command of both written and spoken English and Chinese"

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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.

Additional Information

Career Level
Years of Experience
8 years
Employment Type
Full Time
Company Website

Company Overview

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Additional Company Information