Automation Strategy

**Get to know our Team**:
We are living in exciting times. Technology is reshaping how we live and we want to use it to redefine how financial services are offered, which is why Singtel and Grab are coming together. Singtel is Asia’s leading communications group connecting millions of consumers and enterprises to essential digital services while Grab is the leading technology company in Southeast Asia offering everyday services to consumers. Together, we have big dreams to unlock financial inclusion for all Southeast Asians. We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

**Get to know the Role**:
The Customer Experience (CX) team is responsible for developing, shaping and executing a holistic customer experience strategy for Digibank. We advocate for customers, think in their shoes and embrace a strong sense of ownership & accountability to solve customer problems and pain points. We are obsessed with delivering “wow” experiences to win the hearts of our customers. Reporting into the Head of Omni Channel Experience & Digitalization, the CX Platform team will be responsible for the strategy, design and solutioning of Customer Experience technology solutions across a number of technology stacks - including but not limited to contact centre omnichannel & telephony platforms, CRM, virtual assistants, automation, VOC platforms and various integration technologies.

To succeed in the role, you need to lead and inspire your teams to excellence through strong people management fostering a culture of customer-centricity, accountability, ownership and building strong staff engagement. You will be responsible for ensuring our customer experience is best in class and ensuring that each customer interaction is handled with care and diligence by the team. You will also provide a supportive environment to shape a culture within the customer support team that allows feedback and ideas from both customers and staff to be heard and actioned upon.

The Automation Strategy & CX Innovation Lead will be responsible for uncovering opportunities for the CX platforms to further improve our digital customer experience via automation and innovation initiatives. The individual is to drive and implement customer experience-focused initiatives / programs / business enhancements, have good understanding on digital solutions, play a strategic role in identifying opportunities & implementing automation solutions, which would involve in-depth studies and understanding of the various operation process flow, structure & business model to bring about continuous productivity and innovation.

This role will be based in Singapore.

**Continuous Improvement & Innovation**:

- Collaborate with the broader CX team leads (e.g. Process & Service Excellence, VOC Analytics etc) to drive strategic CX initiatives to continually improve customer experience and raise customer service standards
- Work closely with technology team to ensure adequate support for operational requirements and system enhancements

**Minimum Experience And Qualifications**
- At least 10 years of relevant experience in a Contact Centre / Customer Service function in the Financial Services industry or Digital Natives companies, with a minimum 8 years of supervisory / managerial experience
- Experience in leading contact centre transformation projects (Feasibility studies of in-house vs outsourced model)
- Experience in CS Operations, Operational Excellence, Workforce Management, Quality and Training, Compliance, Operational Risk or a related discipline preferred, ideally in more than one of these disciplines
- Experience with CX platforms / Contact Centre technologies (e.g. Microsoft Dynamics, Salesforce, NICE, Avaya or equivalent)
- Analyse and identify key technology, design and process improvements with highest potential to further improve our digital customer experience.
- Implement identified customer experience-focused improvements including internal training programs, process changes, enhancements to the CX’s platforms
- Run regular customer experience checks to capture emerging digital friction points to be addressed
- Collaborate with technology, design team, product owners and other functions within the bank on delivery of digital customer experience-focused initiatives / programs / technical enhancements. (E.g. Analyze Customer Journeys of different squads)
- Analyze CX data to build/prove the hypothesis required to enhance the products features
- Analyze mega trends (Specially related to Banking Consumer Behavior)
- Closely follow up on new key features of CX platforms feature roadmap
- Deep Dive into the area of CX and EX to highlight the features correlation to drive a better CX
- Plan & build CX team roadmap (E.g. Publication, Research,