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Job description for Senior Customer Journey Data Analytics and Design at PT Bank DBS Indonesia
- Customer Journey Data Monitoring: Identify and understand the key interactions in customer lifecycle and drive relevant changes (1.Unit Trust, 2Secondary Bonds, 3.digital Credit Card, 4.digital Bancassurance, 5.digital Personal Loan, 6.other new product/services)
- Customer Obsession: 1.Treasures, 2.Treasures Private Client, 3.Deposit, 4.Bancassurance, 5.Ecosystem Lending, including: a. RED Rituals i. Lead RED framework by listen to customer voice/week, from: VOC, recording call, customer research, branch voices, social media, etc. ii. Create & iterate VOC dashboard b. Service Canvas i. Create & design service canvas ii. Iterate service canvas/3 months
- Customer Research: Use research methods and data channels of customer experience to understand issues and implement change (1.Treasures, 2.Treasures Private Client, 3.Deposit, 4. Ecosystem Lending, 5.other new product/services)
- Customer Insights Communication: JARVIS, CE-Talk, other customer insights communication related.
- Customer Journey Improvement Project: Collaborate with other business areas, working together with CE Improvement and other related business unit, acting as the voice of customer.
- At least 3 years experience in banking of which at least 3 years are in Marketing or marketing Communication or Advertising
- Experience in marketing administrative work
- Communication and interpersonal skills
- Strategic & analytical thinking
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