About the job:
Project description
Reputed bank in UAE is urgently looking for a resource to support for CX leads in Retail banking
Responsibilities:
- Able to produce and exercise rigorous test procedures and recognize errors
- Ensure all journey designs are customer-centric and respond to client feedback and needs
- Undertake and present user experience research to feed into the design to ensure the optimal user experience
- Understanding of the customer journey end-to-end
- Foster innovation and customer and audience focus to ensure the Department's digital experiences are contemporary, innovative, and meeting customer needs
- Detect and track digital/process defects and inconsistencies
- Provide timely solutions where gaps identified
- Foster customer and frontline feedback to enhance customer experience
- Analyze client's data/information to enhance customer experience
- Responsible for running and delivering all projects under the umbrella of RBG CXCG
- Ensure that all projects are delivered on-time, within scope, and within budget
- Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
- Develop a detailed project plan to monitor and track progress
- Establish and maintain relationships with third parties/vendors
- Improve Customer Satisfaction through improved digitized experiences
- Improved CX through key participation in journey design and testing impacting client experience
- Enhances CX metrics across the board
- Collaborate closely with other team members and departments
- Interact with customers and analyze their feedback
- Work across all levels, functions, and divisions to enhance service standards
- Escalate concerns to management and when required
- Should be professional, proactive, and customer-centric. Courteous and respectful in communication while being empathetic & sensitive to customer needs
- Strong Analytical ability to analyze and comprehend situations and data to provide logical insights, resolutions and recommend process and product improvements
- Should possess exceptional abilities to handle complexities of stakeholder engagement with regards to problem resolution
- In-depth understanding of Retail Banking products and services, processes, and system complexities
Mandatory Skills:
Primary skillset:
Customer experience, User Research and Testing, Process Optimization, Data Analysis
Detailed Skills:
- 3-5 years of experience in user experience (UX) design and research, including conducting user interviews, usability testing, journey mapping, and designing intuitive and customer-centric digital experiences.
- 2-3 years of experience in process optimization, including identifying pain points, analyzing data, and implementing improvements to streamline workflows and enhance customer experience.
- 3-5 years of project management experience, including developing project plans, managing stakeholders, tracking progress, and delivering projects on time and within budget.
- Experience working in a customer-facing role or retail banking environment, with a strong understanding of banking products, services, and customer needs.
- Familiarity with Agile/Scrum methodologies and experience working in a fast-paced, iterative environment.
- Strong analytical and data analysis skills, with the ability to interpret customer data and translate insights into actionable recommendations.
- Proven track record of fostering innovation and driving continuous improvement to digital experiences.
