Job Category: MashreqBankJob Description:Job Purpose:Ensure all journey designs are customer centric and respond to client feedback and needsAble to produce and exercise test procedures and recognize errors on new and existing journeysUndertake and present user experience research to feed into the design to ensure the optimal user experienceUnderstanding of the customer journey end-to-endUnderstanding of Consumer Protection Regulation and how it can be integrated in journeys, communication and for new products & servicesFoster innovation and customer centricity to ensure the Department's digital experiences are contemporary, innovative, and meeting customer needsDetect and track digital / processes defects and inconsistencies through Voice of customersProvide timely solutions where gaps identified and implementFoster customer and frontline feedback to enhance customer experience thought journey enhancement, digitalization and process improvementAnalyze client's data / information to enhance customer experienceResponsible for running and delivering all projects under the umbrella of RBG CXCGEnsure that all projects are delivered on-time, within scope and within budgetAssist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibilityDevelop a detailed project plan to monitor and track progressEstablish and maintain relationships with third parties/vendorsKey Result Areas:Improve Customer Satisfaction and Net Promoter Score through improved digitized experiencesImproved CX through key participation in journey design and testing impacting client experienceEnhances CX metrics across the boardCollaborate closely with other team members and stakeholdersInteract with customers and analyze their feedbackWork across all levels, functions and divisions to enhance service standardsEscalate concerns to management and when requiredKnowledge, Skills, and Experience:Should be professional, proactive and customer centric. Courteous and respectful in communication while being empathetic & sensitive to customer needsStrong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvementsShould possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolutionIn depth understanding of Retail Banking products and services, processes and system complexities
