Head, Client Engagement Journey

Job ID: 21454

Location: Singapore, SG

Area of interest: Retail Banking

Job type: Regular Employee

Work style: Hybrid Working

Opening date: 25 Feb 2025

**JOB SUMMARY**
- The role will require in-depth understanding of client behaviours, designing initiatives to enhance engagement and in return deliver sustainable growth across existing clients. The role requires close collaboration with Design, Digital Sales, Product, Segment, Marketing and Analytics teams to maximise engagement. Success in the role to be gauged in material uplift in client engagement, retention, and growth in client relationship with the bank.

**RESPONSIBILITIES**

**Strategy & Thought Leadership**
- Define and uphold a unified vision for the experience, engagement, and growth features such as rewards, gamification, loyalty and beyond banking programs ensuring it aligns with organizational goals and customer needs.
- Shape the engagement and experience roadmap and backlog, prioritizing based on business value, customer impact, and delivery feasibility.
- Develop and communicate a comprehensive growth strategy, focusing on activation, engagement, and retention.
- Build industry-leading engagement and loyalty frameworks that set benchmarks for customer satisfaction.
- Embed a culture of evidence-based decision-making, leveraging customer insights and market data to refine strategies. Identify growth opportunities through market analysis, customer behaviour insights, and performance metrics.

**Thought Leadership & Engagement Journey**
- Define the journey roadmap for personal financial management, reward, and loyalty programme, from inception and validation to delivery and iteration. Introduce gamification elements such as streaks, milestones, and badges to encourage consistent user engagement.
- Act as the central point of accountability for client engagement journey and growth-related initiatives, maintaining consistency of best-in-class customer experience, transparency, and alignment with stakeholders.
- Maintain a commercial lens ensuring its performance metrics and business viability align with goals.
- Inspire and empower teams to thrive in a growth mindset, embedding trust and collaboration within the hive.
- Engage with stakeholders to maintain compliance, manage risks, and secure necessary approvals for product development.

**Digital Experience (Mobile & Web) Uplift**
- Lead the reimagination of mobile experience, introducing new age cutting edge features and functionalities that drive user engagement and repeat login.
- Design intuitive, client-centric mobile experience to meet the evolving needs of clients and enhance daily usage.
- Identify and integrate advanced technologies such new design patterns, AI and gamification to deliver a seamless, modern mobile app experience.
- Partner with technology, design, digital and Analytics teams to develop a roadmap for continuous app improvements.

**Collaboration & Stakeholder Management**
- Foster strong cross-functional collaboration with marketing teams, IT, compliance, and other relevant stakeholders to ensure successful implementation of sales and engagement initiatives.
- Act as a key liaison between the cross-sell and engagement team and senior management, providing regular updates on progress and strategic insights.

**People & Talent**
- Engage critical regional, global, and functional stakeholders in the delivery of the Digital Sales & Distribution agenda and ensure strong alignment and sponsorship amongst peers and leaders.
- Collaborate with the Digital Sales and Marketing centre of expertise as well as country digital heads to define capability's introduction and enhancement roadmap in line with strategies and priorities.
- Establish a performance, collaborative and customer centric culture while ensuring execution certainty.
- Strengthen talent pool to support Digital Sales and engagement agenda.

**Risk Management**
- Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group.
- Create, enhance, and drive awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.
- Interprets relevant data and identifies key issues based on this information and put in place appropriate controls and measures.
- Ensure activities comply with relevant compliance, and security standards.

**Governance**
- Responsible for assessing the effectiveness of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas.
- Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
- Responsible for delivering ‘effective governance’; capability to challenge fellow executives effectively; and willingness to work with any local regulators in an open and cooperative manner.

**Regulatory & Business Conduct**
- Display exempl