Business Function:

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business – they were made just right for you.

Description Summary:

Reporting to the Smart Buddy Product Manager, this role is responsible for driving day-to-day execution, operational excellence, and delivery outcomes for the Smart Buddy programme.

The candidate will play a critical role in ensuring seamless rollout, operational stability, and effective coordination across stakeholders, systems, and partners — translating strategy into action and results.

Responsibilities:

Customer Engagement & Adoption

Drive initiatives to improve customer adoption, activation, and ongoing usage of Smart Buddy
Identify key engagement levers across students, parents, and schools to increase stickiness
Monitor adoption funnels and proactively address drop-offs and friction points
Support nationwide rollout across schools with a strong focus on onboarding experience

Campaigns & Growth Execution

Support end-to-end execution of marketing and engagement campaigns
Design and implement targeted initiatives to drive usage, frequency, and retention
Track campaign performance, fulfilment, and customer response
Continuously optimise campaigns based on data and insights

Stakeholder & Partner Coordination

Act as a key coordination point across internal stakeholders (product, tech, ops, marketing) and external partners (schools, government, vendors)
Support lifecycle management of partnerships, including onboarding, execution, and ongoing engagement
Prepare materials and updates for regular stakeholder reporting and governance forums

Customer Experience & Journey Optimisation

Map and analyse end-to-end customer journeys across key touchpoints
Identify pain points and work with cross-functional teams to improve experience
Investigate customer feedback, complaints, and operational issues, ensuring timely resolution
Drive continuous improvements to enhance ease of use and satisfaction

Data-Driven Insights & Experimentation

Analyse customer behaviour, engagement metrics, and business performance
Design and support experiments (e.g. A/B testing, pilots) to validate growth hypotheses
Translate insights into actionable initiatives to improve engagement and experience
Support use of data and AI/ML to personalise and enhance customer interactions

Operations Support for Customer Delivery

Ensure smooth execution of customer-facing initiatives and campaigns
Monitor fulfilment, service quality, and engagement-related KPIs
Support operational processes that directly impact customer experience
Identify and implement improvements to enhance delivery quality and consistency

Technology & Change Implementation

Coordinate system enhancements, testing, and rollout activities
Support UAT, regression testing, and issue tracking
Work with tech teams to ensure smooth implementation of new features and fixes
Support change management across DBS and partner platforms

Requirements:

Degree in Business, Finance, Engineering, or a relevant field
Strong execution mindset with attention to detail and ability to manage multiple workstreams
Excellent coordination and stakeholder management skills
Strong analytical and problem-solving ability
Proficiency in Excel and MS Office tools
Comfortable working in a fast-paced, operationally intensive environment
Self-driven, organised, and able to follow through end-to-end execution

Location:

DBS Asia Central

Job:

Product Management

Schedule:

Regular

Employee Status:

Full time

AVP/Senior Associate Assistant Product Manager, Smart Buddy, Consumer Banking Group