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.
Description Summary:
Reporting to the Smart Buddy Product Manager, this role is responsible for driving day-to-day execution, operational excellence, and delivery outcomes for the Smart Buddy programme.
The candidate will play a critical role in ensuring seamless rollout, operational stability, and effective coordination across stakeholders, systems, and partners — translating strategy into action and results.
Responsibilities:
- Customer Engagement & Adoption
- Drive initiatives to improve customer adoption, activation, and ongoing usage of Smart Buddy
- Identify key engagement levers across students, parents, and schools to increase stickiness
- Monitor adoption funnels and proactively address drop-offs and friction points
- Support nationwide rollout across schools with a strong focus on onboarding experience
- Campaigns & Growth Execution
- Support end-to-end execution of marketing and engagement campaigns
- Design and implement targeted initiatives to drive usage, frequency, and retention
- Track campaign performance, fulfilment, and customer response
- Continuously optimise campaigns based on data and insights
- Stakeholder & Partner Coordination
- Act as a key coordination point across internal stakeholders (product, tech, ops, marketing) and external partners (schools, government, vendors)
- Support lifecycle management of partnerships, including onboarding, execution, and ongoing engagement
- Prepare materials and updates for regular stakeholder reporting and governance forums
- Customer Experience & Journey Optimisation
- Map and analyse end-to-end customer journeys across key touchpoints
- Identify pain points and work with cross-functional teams to improve experience
- Investigate customer feedback, complaints, and operational issues, ensuring timely resolution
- Drive continuous improvements to enhance ease of use and satisfaction
- Data-Driven Insights & Experimentation
- Analyse customer behaviour, engagement metrics, and business performance
- Design and support experiments (e.g. A/B testing, pilots) to validate growth hypotheses
- Translate insights into actionable initiatives to improve engagement and experience
- Support use of data and AI/ML to personalise and enhance customer interactions
- Operations Support for Customer Delivery
- Ensure smooth execution of customer-facing initiatives and campaigns
- Monitor fulfilment, service quality, and engagement-related KPIs
- Support operational processes that directly impact customer experience
- Identify and implement improvements to enhance delivery quality and consistency
- Technology & Change Implementation
- Coordinate system enhancements, testing, and rollout activities
- Support UAT, regression testing, and issue tracking
- Work with tech teams to ensure smooth implementation of new features and fixes
- Support change management across DBS and partner platforms
Requirements:
- Degree in Business, Finance, Engineering, or a relevant field
- Strong execution mindset with attention to detail and ability to manage multiple workstreams
- Excellent coordination and stakeholder management skills
- Strong analytical and problem-solving ability
- Proficiency in Excel and MS Office tools
- Comfortable working in a fast-paced, operationally intensive environment
- Self-driven, organised, and able to follow through end-to-end execution
Location:
DBS Asia Central
Job:
Product Management
Schedule:
Regular
Employee Status:
Full time
