About the Role
In this role, you will drive initiatives to improve mobile app ratings, enhance customer satisfaction, and boost digital channel adoption. You will analyze customer feedback, journey analytics, and market trends to identify opportunities for enhancing digital experiences, ensuring customers receive seamless service across all digital platforms. You will monitor digital channel performance and manage incidents, disruptions, and service issues to minimize customer impact, partnering with IT, Product, Operations, and Customer Service teams to implement enhancements.
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Responsibilities
- Drive initiatives to improve mobile app ratings, customer satisfaction, and digital channel adoption.
- Analyze customer feedback, journey analytics, and market trends to identify opportunities for enhancing digital experiences.
- Monitor digital channel performance and manage incidents, disruptions, and service issues to minimize customer impact.
- Partner with IT, Product, Operations, and Customer Service teams to implement enhancements and ensure seamless customer experience.
- Recommend platform improvements and support the development of innovative digital solutions.
- Lead complaint resolution efforts across digital channels and ensure root cause analysis and permanent fixes are implemented.
- Conduct process reviews and identify opportunities to improve turnaround times, simplify customer journeys, and reduce manual intervention.
- Create digital awareness content, including customer education videos and digital newsletters.
- Support customers and frontline teams in maximizing the use of digital banking services.
- Monitor service quality and operational performance, providing feedback to ensure adherence to SLAs and improvement of First Contact Resolution (FCR).
Job Skills & Qualifications
- Bachelor's Degree
- Minimum 2 years' experience in Digital Channels
What We Offer You
- Competitive salary package
- Strong emphasis on work-life balance and wellbeing across the bank
- World-class Learning & Development platform and career development
- Generous annual leave entitlement and Private Healthcare
- Preferential banking facilities for employees
Company Background
The company was launched in 2004 to deliver the highest standards of banking services in line with Shari'a principles. As one of the leading Islamic banks in the UAE, the company offers exciting career opportunities for highly motivated professionals and graduates. The organization values its employees as its biggest asset and continuously invests in talent management and training programs to help them excel professionally. Emiratization is a key strategic objective, providing dedicated training programs for talented, young Emiratis to shape the future leaders of the organization. The company is driven by values of Innovation, Customer Service, Ambition, and Ownership, fostering a diverse work environment comprising over 60 nationalities.
