Roles & Responsibilities

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Role Overview

• As the Digital Adoption Strategist, your primary purpose is to drive the widespread adoption of Generative AI technology across various digital platforms. You will be responsible for strategizing and implementing innovative use cases to demonstrate the potential and benefits of Gen AI.
• Drive a "Right Time, Right Service Channel" strategy to migrate customers to digital self-help while providing personalized human assistance for critical and complex interactions. Enhance the overall service experience through intuitive interventions and optimized channel allocation.
• Additionally, you will lead a team of Gen AI Response Evaluators, monitoring the impact and benefits of the technology and providing valuable insights to the management.

Responsibilities

(1) Strategize Use Cases

• Identify and analyze opportunities to leverage Generative AI on different digital platforms to improve user experiences and achieve organizational objectives.
• Develop comprehensive use case strategies that align with business goals and demonstrate the value of Gen AI in various contexts.
• Drive customer awareness campaigns with Digital Banking, Marketing, and Business Analytics teams to reduce reliance on manned customer support.

(2) Enhancing Gen AI Responses

• Conduct in-depth analysis of Generative AI responses and identify key areas for improvement, such as language quality, relevance, and diversity.
• Collaborate with technical leads and data scientists to implement improvements in prompt engineering, data pre-processing, and data ingestion techniques to enhance the overall performance of Generative AI systems.

(3) Leadership & Team Management

• Conduct in-depth analysis of Generative AI responses and identify key areas for improvement, such as language quality, relevance, and diversity.
• Collaborate with technical leads and data scientists to implement improvements in prompt engineering, data pre-processing, and data ingestion techniques to enhance the overall performance of Generative AI systems.

(4) Benefits Tracking and Reporting

• Develop and implement a robust tracking mechanism to measure the impact and benefits of Gen AI adoption across digital platforms.
• Prepare periodic reports and presentations for management, highlighting the achievements, challenges, and potential areas for further improvement.

(5) Knowledge Management

• Own and improve the DBS Public Web's Help & Support portal, optimizing content templates with taxonomy research and SEO efforts for customer self-service.
• Defining the strategy for our internal knowledge base (“Oracle”) and maintaining high quality, up-to-date, and searchable content for audiences of varying skill levels.

Requirements

• Degree/Diploma Holder with 3-5 years’ experience in Customer Care Environment.
• Experience in strategizing and implementation of use cases.
• Strong understanding of prompt engineering, data pre-processing, and data ingestion techniques in the context of Generative AI systems.
• Proven success in designing and executing strategies to enhance knowledge management and drive digital adoption among customers.
• Possess an analytical mindset to identify key performance metrics and evaluate the success of Gen AI initiatives.
• Excellent skills in managing stakeholders and creative problem-solving.
• Able to clearly convey complex technical concepts to both technical and non-technical stakeholders.
• Role is based at Changi Business Park.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

Tell employers what skills you have

Leadership
Taxonomy
Customer Support
Knowledge Management
Customer Care
Channel
Marketing
Strategy
Interventions
Team Management
Business Analytics
Banking
SEO