Digital & CX Business Relationship Manager

About the Role
This role is responsible for owning the business-IT alignment for Digital Banking and Customer Experience initiatives. You will build business cases that connect digital and customer experience ambitions to delivery feasibility. Working closely with Digital and CX stakeholders and IT Delivery, you will track initiatives through to successful delivery.

Key Responsibilities

• Partner with Digital and CX business unit heads to identify, shape, and prioritize initiatives.
• Build end-to-end business cases: rationale, expected benefits, cost estimates, delivery feasibility.
• Translate Digital/CX business requirements into scope that IT Delivery can plan and estimate, and translate delivery constraints back into business trade-offs.
• Own the initiative lifecycle from intake through business case approval, tracking progress against plan.
• Coordinate with vendors and internal IT teams on digital platform and UX solution options.
• Prepare initiative documentation and status updates for Management.
• Identify and escalate risks, issues, and dependencies proactively.
• Keep Digital and CX initiatives aligned with the bank's strategy program.

Requirements

• Bachelor's degree in Business Administration, Information Systems, Design, or related field; MBA is a plus.
• Strong understanding of digital banking channels and customer experience design principles.
• Proven experience building business cases bridging business value and IT delivery.
• PMP or equivalent certification preferred.
• Strong stakeholder management across business, UX/product, and technical teams.
• Strong written and verbal communication in English and Arabic.
• Familiarity with SAMA regulatory requirements relevant to digital channels and CX.

Years of Experience
5-8 years in project management, business analysis, or business relationship management in digital banking or customer experience.