JOB DETAILS
VP/AVP, Regional Servicing Journey Designer, CBWMO, Group COO
CompanyDBS Bank
LocationSingapore
Work ModeOn Site
PostedAugust 26, 2026
About The Company
DBS is a leading financial services group in Asia with a presence in 19 markets. Headquartered and listed in Singapore, DBS is in the three key Asian axes of growth: Greater China, Southeast Asia and South Asia. The bank's "AA-" and "Aa1" credit ratings are among the highest in the world.
Recognised for its global leadership, DBS has been named “World’s Best Bank” by Global Finance, “World’s Best Bank” by Euromoney and “Global Bank of the Year” by The Banker. The bank is at the forefront of leveraging digital technology to shape the future of banking, having been named “World’s Best Digital Bank” by Euromoney and the world’s “Most Innovative in Digital Banking” by The Banker. In addition, DBS has been accorded the “Safest Bank in Asia“ award by Global Finance for 14 consecutive years from 2009 to 2022.
DBS provides a full range of services in consumer, SME and corporate banking. As a bank born and bred in Asia, DBS understands the intricacies of doing business in the region’s most dynamic markets. DBS is committed to building lasting relationships with customers, as it banks the Asian way. Through the DBS Foundation, the bank creates impact beyond banking by supporting social enterprises: businesses with a double bottom-line of profit and social and/or environmental impact. DBS Foundation also gives back to society in various ways, including equipping communities with future-ready skills and building food resilience.
With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities. For more information, please visit www.dbs.com
About the Role
DBS is seeking a strategic and experienced individual to join our Consumer Banking Wealth Management Operations (CBWMO) team. This pivotal role will drive the transformation of customer servicing into a digital-first, AI-enabled, and proactive experience across our core markets, ensuring meticulous attention to detail and seamless collaboration within a dynamic team environment.
Role Overview
The VP/AVP, Regional Servicing Journey Designer will be instrumental in driving digital transformation, Gen-AI integration, and process optimization within Consumer Banking Wealth Management Operations across DBS markets. This role defines, designs, and optimizes end-to-end customer servicing journeys across digital customer servicing platforms and Customer Centre (CCTR) touchpoints via digital channels, with a focus on conversational AI (including IVR), to deliver intuitive, proactive customer experiences.
Key Responsibilities
- Customer Journey Design: Design and execute the regional servicing journey strategy for Operations customer servicing touchpoints, ensuring holistic design. This involves reviewing reactive, proactive and preventive customer experiences to create seamless, integrated customer servicing journey and leveraging capabilities such as AI and customer science hyper-personalisation to fulfil customer servicing requests. This job entails need to engage, partner with regional CBWMO teams to ensure localized strategic alignment and execution.
- Projects Delivery Excellence: Own and track key project deliverables to meet key outcomes, ensuring strong delivery discipline and data-driven performance management.
- Stakeholder & Governance Management: Partner strategically with Retail and Wealth Platform owners, Data Chapter, Group Ops Capability Centre (GOCC), CCTR, CBWMO across the region, and Technology. Provide transparent communications on project progress, risks, and mitigation. Cultivate alignment across business, operations, and technology teams. Precisely track and adjust project milestones to achieve objectives.
Requirements & Experience
- Education: Bachelor’s Degree or Diploma in a relevant discipline.
- Experience: 5-7 years in customer journey design, digital servicing, or transformational roles, with proven experience delivering measurable outcomes.
- Strategic Mindset: Strong understanding of digital customer behaviour and servicing journeys. Possess a data-driven mindset with the ability to interpret analytics and translate insights into strategic actions.
- Domain Knowledge: Exposure to Retail and Wealth Consumer Banking Wealth Management Operations, Customer Centre is required, with knowledge of AI/ML-driven customer servicing solutions is an advantage.
- Technical & Methodological Acumen: Sound knowledge of consumer banking products, servicing processes, digital platforms (mobile banking, public web, chatbot) and project management methodologies
- Core Competencies: Excellent communication skills (verbal and written), strong stakeholder management, and a collaborative teamwork approach. The ideal candidate will be independent, resilient, and highly organized, disciplined, and delivery-focused, demonstrating meticulous attention to detail in all tasks.
Location:
DBS Asia CentralJob:
User ExperienceSchedule:
RegularEmployee Status:
Full timeKey Skills
Customer Journey DesignDigital TransformationGen-AI IntegrationProcess OptimizationConversational AIIVRStakeholder ManagementProject ManagementData-driven Decision MakingRetail BankingWealth ManagementCustomer Experience StrategyCommunication SkillsStrategic PlanningDigital ServicingOperations Management
Categories
Management & LeadershipFinance & AccountingCustomer Service & SupportTechnologyData & Analytics
Job Information
📋Core Responsibilities
The role involves designing and executing regional servicing journey strategies to transform customer experiences into digital-first, AI-enabled interactions. It also requires managing project deliverables and fostering alignment across business, operations, and technology stakeholders.
📋Job Type
full time
📊Experience Level
5-10
💼Company Size
35412
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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