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

Responsibilities

• Drive continuous improvement in customers’ experience and lead to service excellence.
• 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.

Role Overview

Develops and implements strategy to enhance user experience across the different touchpoints in Customer Centre.

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