Manager - CX Insights & Journeys (UAE National)

To comply with country regulations, we are looking for UAE talent to fill this role.

Job Responsibility:

• Utilize the bank data to identify processes and journeys that require improvement based on their current performance and KPIs

• Conduct a thorough analysis of the current behavior, identify process weak points

• Propose and drive initiatives backed by a clear plan with pre-identified goals that contribute to the CX strategy

• Maintain a roadmap for initiatives and activities required to keep improving the customer journeys (IT & Non-IT dependent)

• Work closely with stakeholders such as Channel owners to align on priorities of journeys that require improvements and co-drive the delivery

• Provide regular updates and feedback on the launched initiatives, their performance vs the projected results, and their contribution to the bank.

• Propose amendments to update current MIS to improve reporting efficiency and consistency.

• Work with internal stakeholders such as Operational Risk, Operations, and compliance to ensure proper documentation and bank processes are adhered to

• Liaise with front line staff such as Call Center and Branches to ensure processes are clearly understood, implemented, and followed

• Work closely with the CX team members to keep up to date on the identified issues, root cause analysis, and voice of customer performance and results

Job Skills & Qualifications:

• Relevant education with minimum of Bachelors’ Degree

• Minimum 5 years banking experience with minimum 3 years’ experience in a similar position/role

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