CX Lead and Project Manager

The CX Lead and Project Manager is responsible for ensuring all journey designs are customer-centric and responsive to client feedback and needs. This role involves undertaking and presenting user experience research to feed into the design process, optimizing the user experience across digital platforms. The individual will detect and track digital/process defects, providing timely solutions to enhance customer experience. Additionally, the role encompasses running and delivering all projects under the umbrella of RBG CXCG, ensuring they are completed on-time, within scope, and within budget.

Responsibilities

• Produce and exercise rigorous test procedures and recognize errors
• Foster innovation and a customer-focus to ensure contemporary digital experiences
• Analyze client data to improve customer satisfaction through digitized experiences
• Collaborate closely with other team members and departments to enhance service standards
• Escalate concerns to management when required

Required Skills

• Professional, proactive, and customer-centric approach with respectful communication
• Strong analytical ability to comprehend data and provide logical insights and resolutions
• Exceptional stakeholder engagement skills for problem resolution
• In-depth understanding of retail banking products, services, processes, and system complexities

Location
United Arab Emirates