Head of Personalisation

Job ID: 29815

Location: Singapore, SG

Area of interest: Retail Banking

Job type: Regular Employee

Work style: Office Working

Opening date: 30 Jul 2025

**JOB SUMMARY**
- Develop & Implement Personalization Strategy: Define and execute a comprehensive personalization strategy across all digital channels, driving tailored customer experiences to enhance engagement, conversion, and loyalty. Work with the hive to lead the development of personalized customer journeys and content delivery.
Customer Insights and Targeting: Develop deep understanding of customer needs and behaviours to create target audience segments for personalized experiences, lverging on data platfrm and CRMS systems to drive personalized experiences and offerings. Champion the use of data to inform personalization decisions.
Global Digital Sales Benchmarking & Best Practices: Conduct global digital sales benchmarking studies to identify industry best practices and emerging trends in personalization. Analyze competitor strategies and performance to inform the bank's personalization roadmap. Translate global insights into actionable recommendations for global strategy and local markets.
Performance Measurement & Optimization: Establish and monitor key performance indicators (KPIs) for personalization initiatives, including conversion rates, customer lifetime value, and engagement metrics. Conduct A/B testing and multivariate testing to optimize personalized experiences and maximize ROI. Provide regular performance reports and insights to stakeholders.
Drive Customer Engagement: Develop and implement strategies to enhance customer engagement across all digital channels through personalized experiences and relevant content.
Collaborate with Product Teams on Digital CVPs: Partner with product teams to define and refine digital Customer Value Propositions (CVPs) based on customer insights and personalization strategies.
Team Leadership: Encourage the adoption of digital tools and platforms to streamline sales processes and improve productivity.**RESPONSIBILITIES**
- Advocate and communicate Personalization Strategy to all stakeholders across the business and work across key WRB markets
Lead the bank as the market leader and the key advocate of industry digital, mass segment and echo system related development across WRB’s key markets
Formulate and execute the strategy to make internet/mobile as key channels for sales and engagement.- Work the cross functional teams to implement digital CVPs for Deposits and Wealth Solutions initiatives.
Play a key role in driving customer acquisitions and cross selling leveraging on in house and Partners resources,. Execute business plan and sales targets via launching cross-selling and upselling offers and campaigns across digital and self-service channels.
Develop a talented, dynamic team driving Personalization
Develop and implement DSM skill set insourcing plan**Processes**
Manage all processes where Personalization Head is the identified process owner and continuously improve the operational efficiency and effectiveness of processes. In addition, ensure effective management of associated risks within the function and compliance with applicable internal policies, and external laws and regulations. This includes activities which are carried out by other businesses or functions or which are hubbed or outsourced.**People & Talent**
Provide strategic context and guidance to RB managers and ensure scope of Digital is clearly defined and communicated across the business. Set performance management standards and achieve ‘best in class’ status focus on market share.**Risk Management**
Ensure a robust Risk & Control environment through establishing strong Personalization process and Partner Out sourcing controls This includes identifying key risks, issues and interdependencies ensure mitigants are in place. In addition, contribute towards positively positioning the Group with regulators.**Regulatory & Business Conduct**
- Display exemplary conduct and live by the Group’s Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Lead to achieve the outcomes set out in the Bank’s Conduct Principles**Key Stakeholders**
- Group Global Head, WS, Deposits and Mortgages and CCO
WSDM and CCO MT
Country WRB Heads and DSM heads
DSM Domain Heads**Other Responsibilities**
Embed Here for good and Group’s brand and values in WRB; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)Manage Conduct
Manage Risk
Business - Strategy & Business Model (SIF)
Business -