Assistant Vice President, Channel Management & Experience, Digital

Job Purpose

Banking is evolving rapidly as customer expectations increasingly shift towards intelligent, personalized and seamless digital experiences. Emerging technologies, particularly Artificial Intelligence (AI), are creating new opportunities to enhance customer engagement, simplify banking journeys and deliver greater value. This role is responsible for shaping the evolution of DBS Hong Kong’s digital channels, platform capabilities and customer engagement strategies. The successful candidate will combine customer experience, data, technology, AI and business strategy to deliver innovative digital banking experiences and support the future development of DBS digital channels.

Key Responsibilities

• Shape and drive the roadmap for digital channel capabilities across internet banking, mobile banking and future digital touchpoints.
• Lead initiatives that enhance customer experience, customer engagement and digital adoption.
• Identify opportunities to leverage AI and emerging technologies to improve customer experiences, channel effectiveness and business outcomes.
• Drive strategic channel transformation initiatives, platform enhancements and future digital capabilities.
• Leverage customer insights, behavioral analytics and market trends to inform platform and engagement strategies.
• Partner with business, technology and support functions to translate strategic objectives into executable initiatives.
• Lead initiatives from concept through implementation, including business case development, requirements definition, testing, rollout and post-implementation evaluation.
• Monitor channel performance and customer outcomes, driving continuous improvement across digital channels.
• Support channel management activities including customer experience improvements, resiliency initiatives, incident management and operational support where required.

Requirements

• Degree holder in Business, Information Systems, Computer Science, Engineering or related disciplines.
• Minimum 6–8 years of experience in digital banking, digital product management, customer experience, digital platforms or related disciplines.
• Proven experience delivering digital transformation or customer-facing technology initiatives.
• Strong understanding of digital banking, customer journeys, platform management and customer engagement.
• Strong strategic thinking, analytical and problem-solving skills.
• Ability to translate customer needs, business objectives and technology capabilities into practical solutions.
• Strong stakeholder management and communication skills.
• Strong interest in AI, emerging technologies and their application in digital banking.
• Experience with data analytics, automation, AI tools or digital innovation initiatives will be an advantage.
• Self-motivated, customer-centric and comfortable working in a fast-paced environment.

Location: Hong Kong Office
Job: Digital
Schedule: Regular
Employee Status: Full time
DBS is more than a bank — we're shaping the future of finance and communities. With innovation at our core and impact in our DNA, we go beyond banking to build careers, relationships, and a better world. 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. 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 15 consecutive years from 2009 to 2023. 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 and is committed to building lasting relationships with customers. With its extensive network of operations in Asia and emphasis on engaging and empowering its staff, DBS presents exciting career opportunities.