Head of Digital Transformation, Customer & Employee Experience, Institutional Banking Group

DBS Bank (Hong Kong) Limited Hong Kong

Posted 1 day ago Permanent Competitive

Business Function

Corporate and Investment Banking provides corporate customers with a comprehensive range of commercial banking products and services. These include cash management services, current accounts, time deposits, trade finance, working capital finance, term loans, and foreign exchange. Through our ongoing commitment, DBS has cultivated long-standing relationships with its customers in the region, built on account relationship management, service differentiation, product development, and rigorous credit standards.

Reporting to the COO of Institutional Banking Group (IBG), the successful candidate will lead a team responsible for ensuring that all IBG staff fully comply with internal AML risk and compliance policies/standards, external regulations, and industry best practices.

Responsibilities

Drive the IBG-wide transformation agenda, leading operating model changes and leveraging data, AI, and digital solutions to enhance productivity
Define and execute the IBG Customer Experience (CX) strategy, focusing on end-to-end journey design, service improvements, and embedding a customer-obsessed culture
Build and scale the Employee Experience (EX) and Engagement function, leading initiatives to improve productivity, strengthen capabilities, and promote digital enablement for higher-value work
Integrate CX, EX, Digital Enablement, and Transformation into a cohesive operating model, ensuring strong stakeholder management and leadership across various Group teams and functions
Oversee change management and adoption across functions, ensuring sustained impact and successful rollout of transformation initiatives with clear business impact

Requirements

University degree with a minimum of 15 years of relevant experience in Banking/Financial Institutions
Proven track record in transformation, digital, and customer experience, including leading cross-functional change and operating model redesign, preferably with exposure to data, AI, and digital enablement
Strong strategic thinking combined with the ability to translate vision into tangible execution
Deep understanding of customer journeys and employee experience design, coupled with a customer-obsessed mindset and strong empathy
Expert in managing stakeholders across senior leadership and leading multi-functional teams effectively
Possess a data-driven mindset with the ability to measure and articulate impact
A change agent with resilience, influence, and the ability to simplify complexity and drive alignment across teams