Head of Customer Experience and Digital Adoption

Emirates NBD

  • United Arab Emirates
  • Permanent
  • Full-time
  • 10 days ago
What You Will Be DoingThe ideal candidate will harness the power of CCAI, Conversational AI, NLU, speech recognition, sentiment analysis, and advanced automation to reimagine customer journeys, elevate agent performance, and deliver seamless, intelligent experiences:Define and execute the contact center innovation strategy, aligned with business priorities.
Drive adoption of emerging technologies, platforms, and AI-powered tools.
Lead cross-functional teams in implementing solutions that integrate smoothly with existing systems.
Partner with IT, Digital, Operations, and CX to ensure cohesive transformation.
Build strong vendor relationships, managing performance and negotiations.
Ensure compliance and operational standards are embedded into every innovation initiative.What We are Looking for
  • Minimum of 12-15 years overall experience in leading transformations, with at least 5-7 years in a contact center transformation role.
  • Proven experience in omni-channel or Omni Voice contact center transformation, preferably at a strategic leadership capacity.
  • Proven track record in driving the adoption of CCAI, conversational AI, and other innovative technologies ideally in a contact center environment.
  • Experience in developing and executing contact center innovation/transformation strategies aligned with business goals.
  • Contact center transformation experience in the banking & financial services is beneficial, but not mandatory.
What We Offer YouCompetitive salary package.
Strong emphasis on work-life balance and employee wellbeing.
Access to world-class Learning & Development platforms for career growth.
Generous annual leave and comprehensive Private Healthcare coverage.
Preferential banking facilities for employees.You will be redirected to the company website to apply for this position

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