Analyst, Channel Management, Digital, Consumer Banking

About the role

DBS is hiring an Analyst for its Digital Banking team within the Consumer Banking Group Operations, under Technology and Operations. The team leads the digital strategy for consumer banking and builds the foundations of the digital customer journey, and the role also covers fraud and security. It is based in Millennium City 6, Hong Kong, on a regular full-time schedule.

Key responsibilities

• Support digital channels to deliver an omnichannel customer experience and own end-to-end digital journeys, from pre-login public websites to online and mobile banking after login.
• Help plan and implement new digital capabilities and initiatives, including channel budget, resources, planning and tracking.
• Build a positive experience across internet banking, mobile banking and public web, and develop and execute digital roadmaps aligned with Consumer Banking Group Hong Kong priorities.
• Influence the customer experience from onboarding to authentication and across common functionalities for Retail and Wealth.
• Monitor channel budgets and allocate digital squad resources, and drive channel performance on availability and reliability with technology.
• Input and review requirements for channel initiatives and lead their implementation with stakeholders.
• Drive customer immersion and voice of the customer through quantitative and qualitative data, and improve engagement and conversion across digital journeys.
• Optimise data-driven daily operations, including data analysis, report control and monthly data research.
• Work with web content specialists and designers to meet UX and content standards, and oversee digital operations, expenses, budget, business continuity and risk reporting.

Required profile

• At least 5-7 years of experience managing digital platforms, initiatives or enterprise websites.
• Past experience in technology management, project management or product ownership is advantageous.
• Strong interpersonal and communication skills, able to explain complex topics and present to senior stakeholders.
• Good business sense on digital development, understanding of technical concepts and ability to work with Agile squads.
• Adaptable, self-motivated and comfortable in fast-moving, high-growth environments.

Required skills

• Knowledge of UX design, customer discovery and Adobe Analytics is helpful.