About the Job
The Senior Associate - Service Design & Quality is responsible for driving the creation and improvement of end-to-end services across the bank. This role ensures that all digital and physical touchpoints are fully defined and aligns with the customer and bank staff goals. The position involves considering internal and external journeys to deliver effective service design that meets bank policies and operational controls.
Responsibilities
- Design end-to-end services for all products, ensuring consistency and customer-centricity across journeys while aligning with bank policies and risk appetite.
- Create and manage customer journeys, service blueprints, and operational processes within the end-to-end customer experience.
- Define and manage customer journeys to drive improvements in colleague systems and processes, enhancing performance and reducing operational errors and losses.
- Conduct customer interviews to measure sentiment during the design phase and identify improvement opportunities.
- Create and measure success metrics/KPIs for customer journeys while prioritizing opportunities for enhancement.
- Utilize the best market tools to deliver high-quality service design.
- Design and implement a system for gauging customer feedback at critical touchpoints and establish effective channels for surveying.
- Develop analytics for customer feedback, including holistic and journey-specific dashboards for a comprehensive view of customer satisfaction.
- Implement efficient feedback loops with internal partners, including Customer Service, Bank Operations, Product, Tech, Marketing, Finance, and Compliance.
- Enforce compliance with necessary controls and information security policies in departmental activities.
Qualifications
Preferred Qualifications:
- A tertiary-level qualification from a recognized institution.
- Certification in Customer Experience or Service Design.
Experience:
- 3 to 5 years of relevant experience demonstrating the required competencies.
- Experience in project implementation and a capacity for self-sufficiency in small project responsibilities.
- Proven technical supervision of junior staff.
Skills:
- Proficiency in tools such as FigJam, Figma, Miro, and Customer Journey Management platforms (e.g., TheyDo).
Technical Competencies:
- Data-driven mindset.
- Project management and process simplification expertise.
Behavioral Competencies:
- Strong communication skills.
- Collaboration and attention to detail.
About Us
D360 Bank is a shariah-compliant digital bank dedicated to revolutionizing the financial experience in the Kingdom. Our vision is to reinvent finance through innovation and technology, making it convenient, accessible, and fair for everyone.
