Digital Banking Lead (UAE Nationals Only)

Job Responsibility:

• Drive initiatives to improve mobile app ratings, customer satisfaction, and digital channel adoption.
• Analyze customer feedback, journey analytics, and market trends to identify opportunities for enhancing digital experiences.
• Monitor digital channel performance and manage incidents, disruptions, and service issues to minimize customer impact.
• Partner with IT, Product, Operations, and Customer Service teams to implement enhancements and ensure seamless customer experience.
• Recommend platform improvements and support the development of innovative digital solutions.
• Lead complaint resolution efforts across digital channels and ensure root cause analysis and permanent fixes are implemented.
• Conduct process reviews and identify opportunities to improve turnaround times, simplify customer journeys, and reduce manual intervention.
• Create digital awareness content, including customer education videos and digital newsletters.
• Support customers and frontline teams in maximizing the use of digital banking services.
• Monitor service quality and operational performance, providing feedback to ensure adherence to SLAs and improvement of First Contact Resolution (FCR).Job Skills & Qualifications:

• Bachelor Degree
• 2+ years minimum experience in Digital Channels What we offer you:

• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare
• Preferential banking facilities for employees