Digital & CX Business Relationship Manager

Owns business-IT alignment for Digital banking and Customer Experience initiatives. Builds business cases that tie digital/CX ambitions to delivery feasibility, working with Digital and CX stakeholders and IT Delivery, and tracks initiatives through to delivery.

Key Responsibilities:

• Partner with Digital and CX business unit heads to identify, shape, and prioritize initiatives

• Build end-to-end business cases: rationale, expected benefits, cost estimates, delivery feasibility

• Translate Digital/CX business requirements into scope that IT Delivery can plan and estimate, and translate delivery constraints back into business trade-offs

• Own the initiative lifecycle from intake through business case approval, tracking progress against plan

• Coordinate with vendors and internal IT teams on digital platform and UX solution options

• Prepare initiative documentation and status updates for Management

• Identify and escalate risks, issues, and dependencies proactively.

• Keep Digital and CX initiatives aligned with the bank's strategy program

• Bachelor's degree in Business Administration, Information Systems, Design, or related field; MBA a plus

• Strong understanding of digital banking channels and customer experience design principles

• Proven experience building business cases bridging business value and IT delivery

• PMP or equivalent certification preferred

• Strong stakeholder management across business, UX/product, and technical teams

• Strong written and verbal communication in English and Arabic

• Familiarity with SAMA regulatory requirements relevant to digital channels and CX

Years of Experience: 5-8 years in project management, business analysis, or business relationship management in digital banking or CX